Business in 2021: 5 predictions

Posted by Tilt Recruitment on December 16th, 2020

Business in 2021: 5 predictions

Posted by Tilt Recruitment on December 16, 2020

2020 has certainly been a year. With a new and hopefully better year around the corner, what can we expect 2021 to look like in business? Here are 5 tips.

  1. Customers will keep getting smarter.

Customers have had it with poor customer service. Too many companies are out there delivering a superlative customer experience; customers know we can do better.

Bad news? Not necessarily. It’s just a shift in focus; price, and sometimes even quality, is starting to come second to customer service and experience. And a world where companies vie to deliver the best service is a better world than one where they “race to the bottom” to undercut each other on price.

  1. Customers will get more impatient.

A 2020 survey found 96.2% of customers would leave over bad customer service. During a pandemic, that number isn’t going to fall. The first few months of lockdown saw customers showing patience with struggling businesses, but they now expect companies to have found their feet and be able to deliver fast – literally.

The new breed of “Now Customer,” used to next-day or same-day delivery online (sometimes in under two hours) is done with waiting on hold, waiting in line, or waiting a week for a parcel. They want it now!

  1. Convenience will be a must. We’ve known for a while that low-friction customer experiences set a company apart from the pack, but COVID-19 forced the pack to catch up. Fast online delivery is now the norm, 67% of customers are happy to pay extra for convenience, and when convenience includes delivery, the number shoots up to 90%.
  2. Home working will be the new normal. How far we’ve come! Companies that had never contemplated remote working before COVID are now shutting down offices and embracing the virtual life. Not every company will go 100% online, but for those that want to, it’s a real option.
  3. Automation and digitisation will increase. Companies will have to learn by trial and error how to balance growing automation with the human touch that drives customer loyalty. COVID has accelerated this process by 3-5 years, rushing technologies into action that were scheduled for rollout as late as 2025 – so we’re already living in the future.

Latest blog posts

The Transformative Impact of Cloud Computing on IT Job Roles

Posted on

Cloud computing has become a game-changer in the world of information technology, revolutionising the way businesses operate and transforming the roles of IT professionals. As organisations increasingly adopt cloud-based solutions, the demand for skilled professionals in this domain has skyrocketed. In this blog post, we’ll explore how the implementation of cloud computing is reshaping IT […]

Read more

Building a Strong Employer Brand in Tech

Posted on

In today’s hyper-competitive tech industry, having a robust employer brand is the key to attracting and retaining the best and brightest talent. Your employer brand is the reputation and image your company projects as an employer, and it can be the deciding factor in whether top tech professionals choose to work for you or your […]

Read more

In-Demand Tech Skills: What Employers Are Looking for in the Modern Era

Posted on

In today’s fast-paced digital world, technology is advancing at an unprecedented rate. From the rise of artificial intelligence and machine learning to the ubiquity of cloud computing and cybersecurity threats, the tech landscape is constantly evolving. As a result, employers are seeking professionals with a diverse range of skills to stay ahead of the curve […]

Read more

Get in touch and we’ll call you right back!





    Before getting in touch with us, please ensure you take a look at our privacy notice so you understand what data we collect from you, why we collect it and what we do with it.

    Fields marked with * are mandatory