How can companies prepare for customers the day after tomorrow? Markets are changing, customer demographics become less clear and it doesn't suffise anymore to just simply sell the best product. In other words, the future poses some challenges that companies will have to overcome. At Hello Customer we are always prepared to offer some good advice. We listed some crucial CX learnings that can help you well on your way to tackle these obstacles.
Spoiler: it's all about people ;-).
During a trip to San Francisco we were amazed by how convenient and fast things happen. Whether it's taking an Uber from the airport or checking in in your hotel, everything runs smoothly. Often there's a lot of technology involved to increase convenience. But what's more important is that the human connection isn't lost in the process. This is important to keep in mind, because customers will always want to be treated as human beings first. So even though they can easily book a cab on their phone, they still want to have a pleasant conversation with the cab driver too.
Convenience and the human connection are interlinked. When you focus on extreme convenience for your customers, it also becomes extremely convenient for your employees to offer the best possible customer experience. Convenience opens up space mentally and in the timetable for your employees to forge a human connection which improves CX. But when everything happens as frictionless as possible, your employees will be happier in their jobs and they'll be happy to talk to their customers.
And as we all know, happy employees = happy customers!
If companies want to change for future success, they have to cater to the needs of the modern customer. Who is this modern customer, and how can companies respond to their wishes and needs?
Artificial Intelligence still tends to scare a lot of people. But underneath the layer of 'magic' lies a system that can improve our lives drastically. More than anything AI can automate a lot of work, predict with insane precision and most importantly it can help humans in doing their work better and more efficiently.
DigitalGenius has amazing expertise on how AI is already helping organizations win in creating amazing customer service. Their AI learns from former conversations in a customer service department. This enables the platform to understand incoming chats and mails, to automatically handle it with bots (limited for the time being) and to suggest answers to the real reps.
There's an evolution going on in AI as well. It used to go from human to digital, but it's getting more human again as AI helps companies cater to the needs of their customers. It gives organizations an in-depth insight into customer conversations to improve customer experience.
Let's make one thing clear. Retail isn't dead and people will not disappear from it either. It will become more digital, but feel more human. Retailers however will have to adapt to the changing landscape if they want to stay relevant.
If you want to reach customers through advertising, there are some rules of thumb to keep in mind before you spend any budget on it. Pereira & O'Dell, a famous advertising and content agency advises to focus on compelling storytelling. Why?
If companies want to prepare for customers the day after tomorrow, their Customer Experience should: