Meeting customer expectations … is your organization up to the challenge?

There’s no doubt that customer expectations have changed significantly over the last while. When you look at disruptive companies like Amazon (retail), Netflix (movies), SkipTheDishes (restaurant), Uber (taxi), and Airbnb (hotels) a common theme is demonstrated: CONVENIENCE. The incumbent players in the marketplace were forced to adapt, or in many cases, become irrelevant … Blockbuster is one example. The iPhone first appeared in 2007 (yet it feels like it’s always been here), and in many ways, having access to information and services in the palm of our hands has changed our expectations about how we, as consumers, can interact with organizations. They’ve seen many examples of how it can be done – leading to both good and bad customer experiences. People EXPECT goods, services, answers, knowledge, entertainment … NOW. And if they can’t satisfy that desire from one organization, they’ll move to another. At the heart? Convenience. Immediacy. Personal Control. Customer Experience. An organization may have the capability to deliver goods and services, but if the ‘how’ isn’t adequate … (examples: poor communication, delays, cumbersome processes) … then the poor customer experience results in dissatisfied customers. By the same measure, responsive communication, minimal delay, and integrated processes lead to great customer experiences and increased loyalty. In many ways, it comes down to how the customer chooses to interact with a business, and again, it comes down to CONVENIENCE: When I want to engage, Where I want to engage, How I want to engage … and the Ease with which I engage. A preferred communication channel that satisfies many of the convenience requirements is SMS text messaging. Some reasons why texting is an essential part of your customer experience strategy: Low barriers for customers (no app required, wide demographic, easy/convenience) Conversational in nature Messages are read almost immediately Connecting capability Direct links to areas on a website Actionable links Requesting reviews Social media Promoting mobile apps Conversations The challenge for organizations: To be responsive. To do more with less ... i.e. provide better customer experiences with fewer resources (people, time, money). Is your organization up to the challenge? About Pulse Retail Systems We’ve been providing and managing technology solutions for over 40 years, with an emphasis on text message automation and retail inventory management. We have demonstrated strengths in customer service, automation, and scalable systems. We’d love it if you’d register to receive ongoing valuable information relating to industry advancements, strategies, and best practices. Click here to sign up to receive our newsletters. We’re also available to discuss your specific situation and how we can help you! Click here and someone will reach out to you.