Digital disruption has affected virtually every industry and those that haven’t been affected are likely to be in the future. While many people assume that digital disruption is caused by the Internet or mobile technology, this is not the case. At its core digital disruption is driven by customers and their changing expectations.
Thanks to the high levels of connectivity that consumers enjoy, they are more empowered to make choices about who they deal with and how they interact than ever before. If a customer isn’t happy with their experience with one organisation, they have choices and the means to leave and go elsewhere.
Many established organisations and industries that have failed to adapt quickly enough to this have learned the hard way that if you don’t provide your customers with a good experience you are likely to pay the ultimate price. Your customers have alternatives they didn’t have before, and you simply can’t afford to take them for granted.
Customers’ needs and wants have changed and there are a number of priorities that you need to be aware of and embrace if you’re going to be effective at improving your customer experience. These include taking a tailored, individualistic approach to your customers and not just treating them all the same. You also need to think about how accessible your organisation is on different platforms including social media, mobile and the Internet.
Every interaction a customer has with your organisation shapes their overall experience and the feelings they will have towards you. This is why it’s so important to create a positive and integrated customer experience across every area of your business if you want to keep your customers happy over the long term.
In most cases, switching to a customer focused outlook means reviewing every area of your organisation, from your use of technology and social media to the internal processes that dictate how efficiently you can meet your customers’ needs. Most customers have certain expectations when it comes to the experience they have with your organisation, and these include key factors like personalisation, integration across different platforms and transparency of information.
Because of the changing focus on meeting customer needs and the increased availability of information for customers, there has never been a more important time to prioritise customer experience. Your customers know what they are worth and they have access to alternatives if they aren’t happy. Investing in providing your customers with a quality experience is likely to pay off a great deal now and in the future.