Technology has transformed our life in many aspects, one of them is how technology has brought lots of advantages to customers which apparently empowering them. Therefore, this also impacts on how business should run in this digital era no matter what kind of business that you lead, maybe SEO services, clothing, food and beverages or etc. You should understand the right way to serve your ‘empowered customers’ in order to win their trust, such as follows:
- Be responsive
Every customer will prefer to have transactions with consistent, helpful and personalized communication companies and if they don’t get it, they are prepared to take their business elsewhere. A culture of immediacy has developed. Besides, technology has changed the way businesses market their products. In fact, business are under increased scrutiny and pressure to adapt in order to meet the demands of a marketplace that is increasingly centered around technology, mobility and social media. So, by utilizing the right technology you can reach your customer better and faster, in fact, nowadays business that ignores the needs of your customer will potentially lose them and the bottom line suffers.
- Be Social
Understanding your customers has always been the key for every successful business. Through the advance of technology you can understand your customer even better. You can figure out what the customer has brought from you previously and what posts they have liked on your Facebook page empower your customer service teams to respond and handle complaints effectively and efficiently. Furthermore, Customer Relationship Management technology is helping business keep up with these developments. By capturing information across multiple channels and platforms, customer-service teams can have all the information they need at their fingertips to build a complete picture about the situation surrounding the complaint.
- Be ‘human’
Even though technology is needed, but it doesn’t mean that you can simply replace everything with technology. In fact, a recent McKinsey report notes that only 80 per cent of businesses rely on a combination of digital and human touch points to conduct their business-people connecting with people is still very critical in delivering exceptional customer service. People still needs to connect with people, people still want to talk to people. Therefore, blending the digital side and human side is the best composition for your business.