Customer Experience Is Everything
The Problem: Are You Able To Provide Your Customers & Employees the Best Possible Service & Experience?
Today's customer has very high expectations. They expect almost instantaneous service and access to their information. Are you able to provide them with this service? The power now lies in the hands of the customer. There is a smartphone or tablet in almost everyone's hand in today’s world. So, now the question is, “What are you doing to win your customers?” Or, the question some should be asking is, “What are your competitors doing to win their customers?”
Brand loyalty is waning. We now have to work extra hard to earn new customers and work twice as hard to keep existing ones! If you are not living up to your customers' expectations, which are extremely high, it is very quick and easy for them to find someone who will.
So, what are some characteristics of today’s customers? :
- Always connected
- More aware
- Higher expectations
- Higher standards
- Shorter span of attention
- Diminished loyalty to companies
- Reduced tolerance
- Know their value & options
- Happy to change companies if they are not satisfied.
The Solution: Improve Your Customer Experience with ECM
The vision for ECM is that everyone should be able to access exactly what they need, when they need it, from whatever device or application they are using. And you can recover time spent searching in multiple locations for documents and waiting for files to be pulled or delivered. Allow your customers, constituents, students, and employees to complete forms or make requests online. Having the ability to provide real-time visibility into the status of requests, transactions, and online requests is exactly what your customers are expecting from you.
When you improve the enterprise, you improve the customer experience. Transformational leaders accept the challenge to invest for the greater good of their customers today and the future of their company. Set yourself up for success and be known as the company who is obsessed with their customers!