Keeping up with technological developments is one of the biggest challenges retailers face in today's difficult landscape, according to the Retail Business Technology Expo. Up to a quarter (25%) of organizations believe that customer service issues are their biggest obstacle as consumer demand continues to change rapidly. In this article on RetailTechNews, Ann D. Kirkoff, CEO of Freespee, explains that the key to improved conversation experiences can be through digital transformation – with the application of basic technologies to create a more humane and personal approach.
By 2020, customers will experience Override price and product As the main difference between brands. Companies that thrive are those that implement customer-centric engagement strategies that offer a more specific "humanitarian" experience. In today's competitive landscape, consumers expect to be treated as individuals with specific needs. For complex or large purchases, buyers often ask questions they want to answer before they are ready to access their credit card. They want to know that they are being listened to and treated personally – as well as being a priority.
Technology that is not fully synchronized from human contact between the client and the seller will only do half the job. Doing things through two halves – providing modest experiences, where algorithms allow you to get "quasi-true" – will be what makes many brands irrelevant and ultimately unsuccessful.
The business opportunities now available are making the customer experience instinctive, intuitive, flexible and personal. But how can they do this?
Do not be "good" – be "fantastic"
According to the Salesforce Research report "Caller Status"84% of clients say that dealing with someone, not a number, is very important to winning their business; 69% of business buyers expect Amazon-like shopping experiences.
Retailers are constantly competing for the highest levels of customer service possible, via both online and offline channels, but the algorithm-based customer experience that brands often choose is only good, not fantastic. Consumers will not stand forever when they find a great experience elsewhere.
Successful business activities must continue with their customers – the context will be key. Brands must comply with customer curiosity, commitment, and interest in finding the best deal. In short, you will need the best customer experience in 2018 – and move forward – to a "humane" personal touch.
Building business around the client
Since the industry is looking to adopt a better customer experience, there is a lot of talk about "customer focus". Being customer-centric means building your entire business around what is best for each customer; therefore, your website and other contact platforms must also be centered around the customer, to create a customer-specific journey that meets the needs of each buyer.
Instead, most businesses adopt their business processes about delivering their products as cost-effectively as possible, while shareholders pay back. Similarly, the experience of their clients is formed within the framework of finding their teams and departments that their services are appropriate.
Successful companies will be those companies that listen to their customers and look at what they consider to be great customer service. Those who fail to do so will see their customers' base constantly deteriorate as consumers realize they can get better service elsewhere.
Convert browsers to buyers
Listening to customers effectively can not result in huge customer and profit losses. Research has shown that 98% of online customers leave a website Without doing anything. Each of these browsers represents a lost sales opportunity.
As a business, it's important to think about: Why do customers leave? Why did they come to the site in the first place? What they wanted to see, and why they did not stop long enough to engage or buy?
Businesses may not make it easy for shoppers to ask a specific question via the website. This question could have opened a meaningful conversation that turned the visitor into a client. There are a few things more powerful in helping to chart the future of a business rather than listening to a customer's question and ability to respond effectively.
One example is the new Ted Baker chatbot, Which facilitates communication with shoppers and helps to enhance interaction.
Customer service from the next level
The marketing industry has spent many of the past few years talking about digital transformation. However, it is worrying how much commercial activity has not yet been identified What Digital technology can transform and improve customer service, or even what seems to really be a good customer experience.
Companies must adopt new forms of technology to enable great conversations with customers. Without doing so, companies risk taking a stand at a time when competitors are competing.
Customer expectations, on the other hand, are developing rapidly. Business activities must continue – where it is likely that what works today, will not work tomorrow.
Streamlining operations is the best place to start a company uncertain how to handle digital transformation. The success of their business depends on it.
"Be humane" and talk to customers – or you may find that he starts talking to competitors.