Customers live and do business in a digital world. Compared to 20-30 years, they have so many different options in how they communicate and shop; options that didn’t previously exist. The ever-developing smartphone has changed customer experience and how consumers wish to engage with your brand.
A customer’s interaction with a business now is most likely to happen through electronic means. They are demanding the ability to interact with your business in the way that is most convenient for them.
The New Digital Experience
The digital world brings new expectations and customer experience has never been so important. Customers are no longer limited to local shops and firms for what they need, they have the internet quite literally in their hands.
Mobile commerce has grown massively since the smartphone was launched. Our choices have been broadened. The customer has full control as to ‘where and when’. Initially, we were more reserved, instead using the phone to find more basic information and less so about using it for shopping, banking or video calls etc.
We didn’t yet trust that our devices were secure enough to enable us to safely make purchases or pay bills.
Today, many of us are confident. We’re more willing to complete the transaction on a mobile device. And, because so many of us are willing to use mobile devices to shop or bank, we’re in a position to make and execute purchase decisions 24 hours a day, 7 days a week, and 365 days a year.
Meeting the customer’s needs
That kind of demand from customers puts today’s businesses in the hot seat. You’ve always had to meet your customers’ needs; now, you have to do so at an increased pace, during new hours, using new methods. While voice-based communication with customers still plays a strong role, consumers are increasingly looking to digital communication methods and demanding the flexibility to interact with companies through the customer’s preferred media. And, because customers are no longer limited to making purchases locally or by speaking to an agent, you have to make certain that providing a positive customer experience (CX) moves up in the hierarchy of your business’s priorities.
In this way, your business goals will reflect the importance of customer satisfaction and help you keep existing customers and gain new ones. Because if your customer experience isn’t keeping customers happy, they’ll more than likely move to a competitor that makes it a priority.
To compete and grow your revenue, you’ve always had to understand who your customer is, but today, that understanding is even more important. Without sound knowledge about your customer, you can’t expect to deliver an outstanding customer experience.
Find Out More
If you’d like to find out more about how you can deliver a positive customer service, ensure you’re communicating with your customers in a way that they prefer and use technology to increase revenue, please don’t hesitate to get in touch.
We also have our White Paper ‘Delivering a Digital Customer Experience: Making digital customer communications a reality’ which you can also request to download.