In the fast paced, ever changing world we live in, it is no surprise that customer experience has changed phenomenally over the past few years.
Customers are now much more demanding, and rightly so.
Customers want brands now to be available at their convenience, not what's convenient for the company.
This is truly the era of Digital Transformation
As little as 3 years ago most companies provided customer support by
using one tool - the humble telephone. Having just one means of
communication however in the modern age simply won't cut it anymore
Today
customers also want support when they visit your website, by social
media, via email and SMS. You need to be ready to respond in real time
on your customers’ channels of choice. The customer is armed with the
power of knowledge at their fingertips 24/7 and is now in the driving
seat. If businesses don’t meet their customers’ needs, there is always
another company that will - just one click away.
When you can
address customer issues quickly, on the channel of their choosing, you
create better experiences and happier customers. Happier customers are
more likely to tell others about their experiences. Customers also share
their experiences they have had with organisations through social media
- both positive and negative. And these messages can reach far and
wide.
Not only do customers expect to be able reach you using a multitude of platforms, what’s more, their expectations are incredibly high and they expect a consistent level of service across all these channels and touch-points.
Good customer service is no longer enough. Customers want an emotional connection with companies and if they don’t receive an experience that meets their expectation, they are likely to switch brands. Customers want to feel valued and looked after throughout the customer journey.
So, we know that customer's behaviour is changing, what then as a business can you do about it?
Organisations must adapt to meet increasing customer
expectations. Those who are flexible and respond to customer evolution
have a competitive advantage over those businesses that don’t.
However for most businesses, employing staff 24/7 across all channels is simply not a viable solution economically or practically.
Utilising the services of an outsourced partner such as Lemon, however, allows an organisation to benefit from utilising the very latest technology, that may be well beyond their reach financially otherwise, in order to enhance the customer experience. Technology now enables you to follow the conversation everywhere. It turns calls, emails, chats, social comments and instant messages into a seamless conversation, all within a single tool. You can stop thinking communication channels and start thinking experiences, whenever and wherever a customer needs you.
Isn't it time that you enhanced your customer experience? Talk to Lemon Today.
