Are your customers your biggest critics?
Then chances are, they’re not your biggest cheerleaders either.
Once upon a time, customers were relegated to a secondary role – as mere recipients of goods and services. Today, this is no longer a sustainable school of thought.
In a highly competitive market, customers dictate your business strategy. It all boils down to the intensity of customer experience your business provides.
Let’s take a quick peek into the retail industry, for instance:
At the end of the day, the message is loud and clear, as this ground-breaking research-based article by SAP claims:
“Businesses can’t survive without creating data platforms that encourage both active and passive customer participation in the development of products, services, and the overall experience.”
Even in theory, intensive customer participation is all about ‘immersive experience’. Besides receiving products and services that better fit their requirements, an immersive strategy can impart powerful feelings of belonging and meaning in your customers.
You’d be surprised how quickly such involvement can close the gap between a sceptic and an evangelist!
Which is why, industries like retail are investing in intelligent platforms that track customers’ usage, improve interactions & deliver instant feedback and gratification.
Download this quick resource to find out more.
I personally find most of these digital best practices valuable across industries. Especially if your company is keen on improving customer service conversion rate and NPS.
If you need further advice on how to adapt your business to future customer experience trends, do reach out to me.
By: Venkat Nanduri