Modern-day customers’ demands have made it increasingly challenging for brands. The era demands that brands get to grips with platforms, which by their very nature encourage lesser tolerance to customer services. The digital age can be unforgiving.
Our study with the CMO Council discovered nearly half of North American and European consumers will abandon a new and take their money elsewhere if they repeatedly encounter “a poor, unbiased or frustrating customer experience across channels of participation”
With over 51 percent of web traffic coming from cellular phones nowadays, it is always surprising to experience brands that have a strong presence but do not have an optimized mobile encounter. It’s boggling that some manufacturers are behind when the customer of today is mobile-first, up to now.
The need for speed
Change is occurring quickly in the world.
Mobile feeling Pokémon Go reached 50 million users Android platforms a mere 19 days after launch, while the ‘Space’ version of Angry Birds gathered the exact same amount of users at 35 days.
Compare that to the iPhone shooting three years to achieve exactly the identical userbase, although it required Facebook 3.5 years, television 13 decades, radio 38 years and the conventional telephone 75 years, and it is clear the speed of digital innovation is rising at scale.
The modern customer travel is overly vague and unstructured for contemporary processes
These rapid advances in electronic adoption are due to how immediacy is expected by the consumer in every area of their life, which creates a conundrum. Not only are they rough, but the consumer travel is no more linear — in actuality, most purchasing journeys are extremely non-linear.
The customer journey is unstructured and too vague for channels, contemporary processes and touchpoints. It can begin anytime, anywhere and move in any direction — in loops and even backward. Each journey is unique. It snakes and shifts, based on the needs of each customer during.
Case in point; a possible client now might see an advert whilst waiting for their train on how to work, begin researching the product in their phone whilst on the train, then ask people for their thoughts on the job or via social networking, then pop into a shop after work to have a sense of the item, and then only opt to purchase it when they get home later in the day.
Regardless of station — be it web site contact center campaign — the encounter must be consistent across the board. Brands must be agile enough to provide a consistent and single client experience. However, to take this 1 step brands must be able to provide experiences that are lively and contextual. This means ensuring that they are contacted at the ideal time through the ideal medium, allowing every customer to choose their own travel, and also have access to the information that is relevant to what they’re looking for at hand when they want it.
Kicking eCommerce Goals
The heart of great customer experience is providing customers what they need, when they need – transacting and engaging with customers regardless of time location or device.
Brands need the Ability to meet the high expectations
A shining example of this in practice is Arsenal Football Club which transformed its online retail site ArsenalDirect, allowing enthusiasts to shop anywhere, anytime and with a selection of currencies. Events participate with lovers and supply the London-based football club an opportunity to respond. Key events like fresh kit launches, player signings, and the FA Cup Final success bring about a boom in web traffic.
Arsenal sought a technology platform which could effectively manage and capitalise on these spikes in demand with traffic being driven by these milestones. The football club chosen to get a commerce platform which provided a speedy and reliable shopping experience across all mediums, for its fans. The alternative has yielded excellent results with Arsenal experiencing an 86 percent increase in cellular transactions and 57% decrease in page loading time, since execution.
In this time of increasingly demanding the rise of mobile and clients, it’s vital for brands to best their own interactions or risk losing out to more nimble rivals. Brands need the agility to meet with with .
The old adage ‘the customer is always right’ has never rung truer, and brands have to make certain that they not only know the individual needs of the client base but can also be harnessing the most recent tools available to help them achieve their objective of optimizing the consumer experience.
