Article

Robert Trnovec
Robert Trnovec 26 February 2015

Putting Customers First Is A Priority

What everybody knows but not everybody is doing

When I speak to our customers about their priorities, it is clear that their agendas are changing. There is less talk about cutting costs and more about how to improve the customer experience.

 

This answer is rapidly climbing the list of priorities and more often than not, it is up to CIOs and IT managers to make it happen, because technology usually plays such a key role in these initiatives.

 

And it’s not just companies changing. Customers and their expectations are changing as well. They expect personalized services and customized experiences that can only be delivered with the help of new mobile and social technologies and better insights. It’s a world that’s mobile-first, cloud-first for companies as well as their customers. This new world of customer expectations is visible in every industry, even in such venerable cost-sensitive industries, such as finances.

 

A 2013 study by Capgemini has shown that 53% of customers believe quality of service is a deciding factor when choosing banks and 49% say ease of use is a key deciding factor.

 

The question of customer experience is now often closely related to mobile and social strategies. As a company, you need to take a hard look at how you can talk to your customers online and on their mobile phones.

 

Companies need to respond and they need to respond with innovative and singular approaches. Let’s look at Delta Air Lines. Their Fly Delta app enables users to track their flight, download mobile boarding passes, view seat maps and much more. Around 19,000 flight attendants has started using Nokia Lumia 820 handsets powered by Windows Phone 8 to interact with customers and provide mobile points-of-sale. In addition, pilots are using tablets to replace their flight maps, which results in less weight on the plane and reduced fuel consumption.

 

Nedbank enables visitors to their branches to use Lync communication platform to make a video call to contact center professionals that help them. In just a couple of week, the solution was adopted by 40 percent of their branch customers, who appreciate that they no longer have to wait in lines to talk to a bank representative. They are also now much more likely to recommend Nedbank to their friends and families.

 

In Slovenia, Banka Koper developed a mobile banking solution that enables their customers to use banking services and perform actions on the go. When developing the app, they’ve focused on a user-friendly interface that looks great on a small screen but still provides the majority of capabilities of the web-based version. This ensured that they increased customer loyalty and attracted new customers.

 

These three examples are just a tip of the iceberg, yet they clearly show how technology can be leveraged to improve the customer experience and differentiate a company from its competitors. Those, who want to create and keep their competitive advantage will need to look for solutions and technologies that will set them apart and deliver the best customer service.

Please login or register to add a comment.

Contribute Now!

Loving our articles? Do you have an insightful post that you want to shout about? Well, you've come to the right place! We are always looking for fresh Doughnuts to be a part of our community.

Popular Articles

See all
Is Email Dead, Or Are We Just Bored With It?

Is Email Dead, Or Are We Just Bored With It?

In today's digital era dominated by social media, instant messaging, and collaboration tools, one question looms large: Does email still have a role to play? Some argue that it's on life support, while others...

Julia Herd
Julia Herd 22 November 2023
Read more
The Innovative Digital Marketing Strategies Leveraging AI

The Innovative Digital Marketing Strategies Leveraging AI

This article will assist digital marketers in grasping the advantages and disadvantages of employing artificial intelligence in their online marketing tactics. You will learn about the effects of AI on online...

joseph chain
joseph chain 17 October 2023
Read more
Marketing Emails vs Newsletters: What’s the Difference?

Marketing Emails vs Newsletters: What’s the Difference?

If anyone can clarify the difference between marketing emails and newsletters, it’s Alexander Melone, co-founder of San Francisco-based email marketing agency CodeCrew. But, as we’re about to find out, the distinction...

Alex Melone
Alex Melone 14 November 2023
Read more
Customer-Centric Marketing: The Heartbeat of Modern UK Retail

Customer-Centric Marketing: The Heartbeat of Modern UK Retail

The UK retail scene, with its diverse offerings from luxe brands to quaint local stores, is witnessing a paradigm shift: The rise of customer-centric marketing. This isn’t just about selling; it’s about understanding,...

Andrew Addison
Andrew Addison 21 November 2023
Read more
Best Practices for Effective Dashboard Design

Best Practices for Effective Dashboard Design

In the age of data-driven operations, dashboards have emerged as an essential tool for businesses. They serve as a gateway to data, enabling users to monitor, analyze, and visually represent vital performance...

Ravi Shukla
Ravi Shukla 17 November 2023
Read more