It’s a slow weekday morning at the local auto dealership, so the junior salesperson steps out to pick up lunch for the office. He’s barely down the road, when a big family with several rambunctious kids steps into the showroom. The senior salesperson is quick to usher them to the back lot, where there are several big SUVs.
As technology raises consumer expectations for smarter, faster and more productive communications, more executives are making customer experience a top priority.
Just as in every other corner of the world, the pace of life on university campuses is speeding up. Students, faculty and administrators are always on the move, rotating among classrooms, campuses and even off-campus events and internships.
In an increasingly digital world, phone calls are still very important. Who’d have thought?
Is it time for government employees to start thinking of constituents as customers? Should they begin to consider actions in terms of what the private sector refers to as customer experience? And what will this look like for government services?
Nothing electrifies fans as much as a winning team, so it’s no surprise that sports organizations profit from that seasonal excitement. But when it comes to fan engagement, sports teams and venues know they need to play a long game.
Not only do today’s customers expect innovative products that fill unforeseen needs, they expect to receive those products within days of ordering them. To make that happen, manufacturers can deploy cloud communications across complex supply chain nodes. That will increase efficiency, drive profits up and keep costs down.
How, exactly, does a business become “mobile first?” Obviously, it gives mobility a high priority. Yet at the same time, it must undertake more than a simple shift toward incorporating mobile devices into its business activities. Simply put, the company must make its products and services mobile-centric — not desktop centric.
What’s the first stop on the itinerary for today’s travelers? Online review sites. Before they book their next trip, consumers inevitably read what others have to say about your hotel properties. In fact, it’s a near-universal activity. According to research by Cornell University, 93 percent of travelers use online reviews before choosing a hotel.
What’s on your phone? Today’s personal devices have an app for everything, from tracking fitness to recording meals to improving mindfulness. In 2018, Accenture reported that 75 percent of consumers believe technology is important to managing their health. And almost half – 48 percent – use health-related mobile or tablet apps, a dramatic rise from 2014’s 16 percent.
