Connect the workplace with the customer experience
The importance of customer experience has increased drastically in the digital age. Customers now assume that they can interact with a business whenever and wherever they want and expect instant gratification from the products and services they purchase. The room for error that may have existed before the digital transformation, certainly no longer exists.
Through the introduction of social media particularly, customers now control the conversation by expressing their anger, asking for assistance or praising their brand. In short customer expectations are high and word of mouth travels quickly.
To cater for customers increasing demands to a joined up ICT environment, businesses are under constant pressure to have employees work longer hours to maintain the appearance of being always available.
Customer expectations are high and word of mouth travels quickly.
However in today’s competitive environment the workplace is more than just providing a space where employees do their jobs. Businesses need to provide a workplace where employees want to come to work. Employee engagement and satisfaction are vital parts of the employee experience and will have a knock-on effect to the customer. Companies are becoming more aware of this and are beginning the change the culture and internal process to ensure employees are working as efficiently as possible.
In order to sell solutions and support customers you need to listen.
For many businesses the move into this new digital ground can feel uncertain.
The challenge being to strike the right balance between adopting modern, efficient digital practises, whilst still remaining in touch and personable to your customers.