A technological customer experience is not a futuristic ideal anymore, it’s a reality. Tools exist to make engaging with consumers in a modern way easier. So what should you do? Use them. This is no longer an option. If you want to stay relevant, it’s an expectation.
75% of customers expect businesses to employ new technologies to create better experiences.
How can you effectively implement technology?
- Implement a live chat feature on your landing page. Approximately 41% of customers expect to see live chat on your website. With the right webchat feature, you can move conversations from desktop to mobile and back again (through text), facilitating a seamless customer experience.
- Give customers the option to pay through text. A platform that allows you to send customers a secure link that they can click to pay offers ultimate convenience. No credit cards, no in- store payment, no physical money, no hassle.
- Use retail loyalty software to get insights into the preferences and behaviors of your customers and respond with tailored offers and marketing. Build your website system to remember customers and cater to their specific needs.
- Get feedback. And then get more. Use text to ask select customers for feedback about their experiences and really listen to what they have to say. Then make changes accordingly.
Today’s consumers are not the consumers of yesterday. They are more resourceful, selective, technological, and accustomed to convenience. More importantly, they are on the search for businesses who will actually listen to them and make genuine efforts to cater to their preferences and meet their needs. They are looking for personal relationships, trust, transparency, and communication.
Now is the time to transform your business to deliver an unparalleled customer experience that meets, even surpasses, customer expectations. Really listen to your customers. Put yourself in their shoes and ask them what’s important to them. Then, make changes to reflect those same priorities. Because if you don’t offer what your customers value, someone else will—and you’ll lose your customers to competition. But if you can begin by messaging, personalizing, reducing friction, increasing convenience, and improving customer experiences with technology, you’ll convert customers for life.
