This article is a contribution by David Younger, CEO and Managing Director at The Service Manager. David Younger is Australia’s #1 cash flow expert for the field service industry. Over 25 years working with hundreds of field service business owners in virtually every industry, David has discovered the ultimate path to plugging up the “profit holes” in a growing business that will take it to the next level.
When David messaged me about sharing his infographic on my blog, I immediately accepted. I strongly believe in the idea of customer experience, and would love to see more companies involved. Check out these customer experience trends in 2016, and of course, let me know your thoughts.
How Much Do You Value Your Customers?
Each year, a lot of big companies spend millions of dollars on high-end technologies to improve their overall service offering, from real-time Voice of Customer technologies to Master Data Management software.
However, they often fail to address the needs of small medium enterprises. Fortunately, advancements in the last ten years were huge enough to enable both large and small businesses to actually improve and transform their relationships with customers, by making them much stronger.
From smartphones to social media, many budget-friendly technologies exist today to bring customers closer to the providers. Therefore driving important metrics like loyalty and retention. With businesses finally starting to invest more in customer care, we are also likely to see a dramatic improvement in the customer experience department this year.
For instance, a lot of consumers expect a business to offer top automated tools in order to address their problems. Automated kiosks, websites, mobile apps, and other self-service technologies are predominant nowadays, providing convenient and faster satisfaction.
Another trend dominating customer experience is mobility. As customers optimize their businesses and lifestyles under a mobile-friendly premise, possibilities of extending customer support channels have become limitless. By developing mobile apps for their employees and customers, business will be able to streamline the whole customer buying experience, ultimately giving their business much-improved sales and return on efforts.
This infographic from The Service Manager can provide more insights into customer experience trends in 2016.
Embedded from TSM