![]() Customers have come to trust these peer-to-peer ratings almost implicitly, and love reading about the experiences of fellow users/customers. Leveraging interactive surveys and similar technologies, customers can see “star ratings” for service providers and make better purchasing decisions based on real customer-driven data. An automatic and consistently updated ETA is one very simple format brands can deploy to ensure an accurate answer to questions like “Where’s my_?” are available any time customers ask, via their preferred communication channel.ģ. For example, they know that by using artificial intelligence drawing on “big data” information repositories, companies have readily available answers to virtually every question they might have with no need for human intervention. Convenience. Customers expect immediate, 24 x 7 responses to questions. ![]() This ensures speedy fulfillment because customers are always prepared.Ģ. Speed.Service providers, retailers and package carriers can use GPS mapping technology to correlate the availability of service and delivery vehicles with the target location, and can confidently predict exactly how long it will take to have personnel on-site. It seems simple, but the simple act of providing a clear ETA can help you immediately deliver on all three of those “keys to delight.”ġ. McGovern pointed out “three keys to delight” – speed, convenience and transparency.Īs I speak with industry leaders every single day, they’re very focused on the concept of providing customers with an estimated time of arrival for crucial moments in the service journey. Don’t your customers deserve the same? Customers Demand Speed, Convenience and TransparencyĪs Michele McGovern points out in her Customer Experience Insight article, Uber broke the mold and invented an entirely new way of exceeding customer expectations describing what today’s consumers expect from every service provider with whom they choose to do business. When you were informed exactly what your driver’s estimated time of arrival (ETA) was and could track them as they drove to your pickup location, you understood without complex explanation just exactly how the innovative application of technology to old customer experiences could still surprise you, in a good way. Think of your own reaction the first time you used Uber or Lyft. So it should come as no surprise that estimated time of arrival is important to these consumers.Ĭompanies that succeed in today’s customer-driven economy recognize this and are creating solutions that delight their customers. They know what technology can do, and therefore demand it from the companies with whom they choose to do business. Having experienced “point, click, deliver” nirvana in their everyday lives, they now expect the same experience for every single interaction with a service provider. ![]() Increased convenience – more specifically, “on-demand convenience” – is mandatory. The voice of consumers who have grown up with technology at their fingertips is loud and clear.
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