It’s evident from these and other customer service stats and figures that the customer experience has been forever changed by the cloud. Not only have collective expectations skyrocketed, but the need for an “always connected” world means there’s no longer a viable off switch. This means businesses need to focus on innovating digital interactions and understanding how their customers engage with technology – all in the name of creating a supreme experience.
Econsultancy’s Digital Marketing Trends survey shows that customer experience came in as the most exciting opportunity for 2016 over content and mobility. In order to deliver a great experience in a world where the customer drives the bus, you need feedback. Not just once, but ongoing.
The cloud is here to stay – so let’s go into what implications this poses for business, and how technology fits into the customer experience.
When we say customer experience, it really boils down to a digital experience. It’s becoming more commonplace for customers to interact with businesses more via the Internet than in-person. We look at their websites. We call them on the phone. We leave reviews, send tweets about complaints and make purchases online.
The main driver and machine of everything we do is through technology – even if it requires in-person exchanges. The real question you need to ask yourself out of this is: Are you leveraging customer interactions in a way that will improve their experience?
The Journal of Consumer Research discovered over 50% of an experience is based on an emotion. There are plenty of ways you can differentiate with the cloud, regardless of your industry, in a way that resonates with a customer. Like we mentioned before, it all starts with a proper feedback system.
You can do this better than ever before with the degree of connectivity we live in today.
Here are a few ways you can revolutionize your process (and augment these efforts with the cloud) to create a premier customer experience:
The cloud era has brought forth increased efficiency, and with it, a need to focus on the customer more than ever. It means needing to focus on feedback from both your employees and customers in order to enlist analyze and act upon next steps from all teams.
Back before the cloud, technology didn’t need to be fully embraced – but now, it’s no longer an option. Let us know how you’ve leveraged the cloud to get closer to your customers!