Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.
All kinds of companies around the world are feeling the impact of digital transformation in the “Age of the Customer”. A recent study found that 56% of companies think that the main impact of digital is in customer experience and, as a result, 63% plan to improve it. Investment in customer experience is now critical for companies of all sizes.
The ability to master customer engagement is of growing importance in the fight for success in the market, as technological, economic and social forces provide customers with more control of their interactions with businesses. Every company needs to innovate and create new ways to communicate and relate with people, and to improve actual and future costumer experiences.
Nevertheless, and despite all the innovation in the market, a lot of entrepreneurs and decision-makers still think that a solution that allows them to operate and manage sales and customer service through social media, chat, email and voice is too expensive and hard to manage. Basically, not worth the effort for a small business.
That is a myth. Cloud-based, online solutions, with monthly subscription models, allow small to medium sized businesses to benefit from truly advanced solutions to better manage customer relationships. Companies can operate online “contact centers” with next to no infrastructure, that are simple to set-up, easy to operate, secure and highly-scalable, with competitive and very flexible costs.
Customers today are multi-skilled, multi-tooled and very well-connected. Getting their customer experience right is far more complex today, with the explosive use of mobile and social media. A recent survey of consumers worldwide, highlighted how customers’ expectations for a positive experience with every channel is growing together with a “promote or punish” culture. Acquiring and retaining customers requires companies and organizations to evolve and adapt to the new market conditions.