by Jens Moeller How do I create the desired relationship between the customer and my company?
Customer needs and behavior constantly change. Therefore, a company must try to keep up and adapt its business model to these changes. The aim is to fully exploit its Potential and successfully combine established sales and service formats with traditional channels. Digital channels are becoming increasingly popular. However, the personal touch must always have the same significance. To find the ideal company for yourself, the customer, first orientate to friends and family and less on the company itself, i.e., the emotional relationship between the customer and the company is more secondary at the beginning.
The company, which can adapt to the different needs of its customers, has understood who is the main focus and what it means to support an overarching customer strategy. The customer experience is, and remains, an important source of supply for any shortcomings: market and trend analysis, of course, are a precious resource, and the question of who exactly are my target customers. Customer processes provide a clear answer to whether one’s thinking and the corresponding promises are customer – or product-oriented.
How vital is human communication in today’s technological age?
The simple answer: more than ever. Chatbots are very useful because they can respond quickly and easily to customer’s concerns. Nevertheless, the human consultant must be present when the Chatbot fails or when it comes to intervening in the crucial Situation. One must remember that technology only solves some problems. If you know how to use your services flexibly and wisely, you can create a perfect composition of all channels and contact points, both real and digital.
Great customers experiences share their experiences with others. Nevertheless, many customers are often disappointed because the connection to people has remained somewhere along the way. What brings my company the latest technology or the most spectacular Design if the human “Touch” missing? The challenge is to make new technologies more human and strengthen them without additional frustration for the customer or the employee.
How does my company create the digital Transformation?
The key is a Social media strategy optimized for my business and allows you to monitor and control your e-Commerce activities. Modernization through digitization brings more sustainability, starting with customer acquisition, which leads to higher customer loyalty and, ultimately, stronger customer loyalty. Personalized dialogues, efficient use of digital marketing, and social media integration can compete successfully with any culturally or psychologically-related judgment. The management and measurement of success lie in efficient campaign management.
Sales efficiency means a sustained cost reduction and increased sales to increase customer satisfaction further. Multi-Channel Management uses social networks to provide new opportunities, reach new customer groups, or target a specific target group. The most important perspectives here are the subjective customer experience, the efficiency and digitalization of one’s processes, the intelligence of data, the interaction between man and machine, and the full potential for the supply and sale of additional products (Cross-Selling or up-selling) and recommended practices.
What is the future forecast for tomorrow’s customer requirements?
Bad experiences drive customers faster than they have been won for their business—human interactions today and in the future. Immediately and conveniently getting what you need and ensuring a seamless transition from Laptop to Smartphone and people is a basic expectation of every customer and has long been nothing more special. It can be assumed that customers ‘ claims will (still) increase further than they will decrease. Customers will remain loyal to the company, product, device, and brand, which offers consistently exceptional value for money with minimal friction.
Customers expect smoothly functioning technology and fast, simple Service. The website or mobile App must be elegant, user-friendly, and preferably automated to facilitate the overall experience. The core requirements of each customer must be given more attention, but without the right person at the right time in the right place, any progress is hardly meaningful. However, this gap can be closed by technology adding to the human Element without creating further frustration. This training helps employees to adapt to changing customer needs and to create better bonds and relationships. What will be your next step?