how do I create the desired relationship between the customer and my company?
Customer needs and behaviour are constantly changing. As a company, one must therefore 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 classic channels. Digital channels are becoming more and more popular, however, the personal touch must always have the same significance. To find the ideal company for yourself, the customer, first 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 has the ability to adapt to the different needs of its customers, has understood who is actually the 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 very valuable resource and the question of who exactly are my target customers. Customer processes provide a clear answer to the question whether one’s own way of thinking and the corresponding promises are actually customer – or product-oriented.
how important is human communication in today’s technological age?
The simple answer: more than ever. Chatbots are very useful to some extent because they can respond quickly and easily to the customer’s concerns. Nevertheless, the human consultant must not be absent when the Chatbot fails or when it comes to intervening in the crucial Situation. One must not forget that technology does not solve problems, but is in a sense only a means to an end. 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.
A great customer experience promises customers who buy more, are more loyal and 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” simply missing? The challenge is to make new technologies more human, to strengthen without additional frustration for the customer or the employee and both sides.
how does my company create the digital Transformation?
The key is a Social media strategy that is optimized for my business and allows you to monitor and control your own e-Commerce activities. The modernisation through digitisation brings more sustainability, starting with customer acquisition, which leads to a higher customer loyalty and, ultimately, a stronger customer loyalty. Personalized dialogues and the efficient use of digital Marketing and the integration of social media can compete successfully with any culturally or psychologically-related judgment. The management and measurement of success lies in efficient campaign management.
sales efficiency means a sustained cost reduction and increase in sales to further increase customer satisfaction. Multi-Channel Management uses social networks to provide new opportunities and reach new customer groups, or to target a specific target group. The most important perspectives here are the subjective customer experience, the efficiency and digitality of one’s own processes, the intelligence of data, the interaction between man and machine as well as 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 continue to remain loyal to the company, product, device and brand, which offers consistently exceptional value for money with minimal friction.
Customers expect a smoothly functioning technology and fast, simple Service. The website or mobile App must be elegant and 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 a better bond and relationship. What will be your next step?