In today’s busines world its important to know at which generation your customers reside. Knowing who are customers are based on demographics allows business owners to understand the channels that need to be employed to be able to reach them.
Technology allows us to employ options like voice, email, chat and social media in a single interaction. Its important to determine who your clients are to understand which technologies they will be able to take advantage of. The majority of the demographic of your customer is the channel that needs to be focused on in order to bring them along and provide the best customer experience.
Businesses have always provided some kind of customer experience but if they are not focused on improving that experience and meeting customers where they are then they will lose customers. Its best to find an approach that is consistent for the customer, not necessarily for the company contacting the customer but where the customer is first in that process.
Depending on your business, there will be a number of communication channels that are the preferred methods of communicating with you by your customers. Many channels are not an instant hit. They take time and effort to build up a following, time and effort required to maintain a presence. Some manage it, but many don’t. Channels get left or those deemed too slow to grow fall behind. Before you know it you find you will settle back into just a couple of channels. And then you’ll perhaps never know which ones were going to work best!
More and more consumers are shifting to companies who provide better customer experiences. Technology needs to layer on top of what the customer experience is going to be. Omnichannel, which aims to provide a unified and seamless customer experience across all sales channels and enable customers to have consistent brand interactions, is expected to increase as new technologies become available.
Make sure you know the 3 main components of customer experience.
- Discover – Know where and how your customer are researching purchases.
- Engagement – Customers grow increasingly sophisticated, they expect to interact with products in new ways that deliver new benefits. A pay-as-you-use model for example may be more appealing for a business to keep costs down.
- Deliver – Businesses have to bring operational excellence to new levels delivering exactly what the customer wants, when they want it and with perfect quality.