[Infographic] digital customer experience: build trust, inspire loyalty, improve services
While the digitization of customer relationships might be seen as an obligation, it is also an incredible opportunity for differentiation through exceptional customer experiences. These new technologies and applications are key to:
- understanding customers and the market: big data is the new black gold!
- simplicity via use of technologies, such as NFC, Bluetooth, low energy, geolocalization, and improved customer journeys: customers don’t like “disjointed” experiences, especially when interactions lack any perceived value, for example making a reservation, paying for an item, or confirming membership in a loyalty program.
- more trust, more loyalty, and ultimately more engagement: customers have become responsible consumers, which are more demanding; at the same time, they know how to transform into brand ambassadors, ready to enlist in transparent, give-and-take relationships with their preferred brands.
The following infographic illustrates these issues:
September 10, 2014Brad HodsonLet's face it, our lives are already assisted heavily by technology. I mean, we can use an airplane to travel the distance it used to take months to travel even just 100 years ago. We always have a phone with us, we always have the internet (re: everything) with us. If you can tap into that and cause the lives of your customers to be even easier by doing something for them or allowing them to do it in a better way, then you've already won. This is how Apple's iPhone became such a hit and how it completely changed the smartphone landscape. They didn't invent the cell phone or the internet device or the music player, but they did create the best experience for each of those and put them into one device that simplified your life even more. That's a space where hardware, software, products, and services can all become pieces of an overall customer satisfaction pie. Brad Hodson
June 4, 2015
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