It is
arguable, but the question presented above may be the most vital and
instrumental one for all business owners to answer and constantly consider. The
needs and desires of your consumers are always going to evolve, as the world
around us is constantly evolving.
The answer
to this question could have a different meaning in five years than it does now
and that makes it even more critical to continually research the demands of all
consumers around the globe. Agencies and corporations are seemingly always on
alert when it comes to researching new customer trends and gaining insight into
the adapting needs of the everyday customer.
As a
business owner, it is these resources that can help you improve your offerings
and experiences that you provide to your all-important clientele. That brings
us to the question; as time moves on, what do your customers truly want?
Innovation
Innovation
is something that a plethora of individuals crave and expect from the
businesses that they associate with. A few years ago, the State of the
Connected Customer report was released and it revealed that many consumers feel
that the companies they buy from need to be innovative.
In fact,
out of 7000 customers who were surveyed, 57 percent of them believed this to be
the case. With so many different outlets and options at the disposal of
consumers, it is quite easy for them to jump ship if they feel the offerings of
a business are growing stale and repetitive.
Self-Service Options
Even
though there are modern customers who still prefer to speak directly to a customer
representative, a growing trend is the rise of self-service
alternatives. In a study that was conducted by Nuance Enterprise, it was found
that the majority of customers prefer customer self-service as opposed to
direct communication.
A
startling 67 percent of the individuals who were surveyed felt this way. What
this means for you and your company is that you can look into electronic
support systems. Anything you provide to your clientele that allows them to
access information and perform everyday tasks without the assistance of a
representative can and will prove beneficial.
A Well-Designed Mobile Site
With the
ever-growing rise of mobile communications, businesses around the world need to
optimize the experience they provide to their mobile users. Even with markets
that are not associated with telecommunications, the importance is present as
most people are influenced to some degree by their smartphones, laptops and
other devices.
If the
opinions of internet users are anything to go by, time and effort need to be
placed on a business’s optimization of their website when visited from a mobile
device as well as on a computer. Nearly 60 percent of said users claim they
would not personally recommend a company that featured a significantly flawed
mobile website.
Through
the designing process, it is important to ensure that everything works smoothly
through devices with smaller screens. If users are struggling to simply
navigate the interface, changes will need to be implemented.
Social Media Support
As with
the spike of mobile popularity, social
media is a platform that continues to gain more steam. In the modern
scope of things, consumers are demanding that businesses provide them with
social media support.
Well over
50 percent (63 percent to be exact) of consumers expect some sort of social
media support and quite a hefty percentage also prefer the medium support to
other methods of customer support.
When
it comes down to it, it can be challenging to satisfy the demands of your
consumer base but you don’t need to do it alone. Here at (v)WeCare, we provide several different types of customer service
support and have immense experience serving many different industries. We would
love to hear from you and your
business and discuss how we can help.
No comments:
Post a Comment