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in the digital age
CUSTOMER-CENTRICITY
aids in personalising business services, for greater customer-centricity
DIGITISATION
of a customer’s relationship with a company will be managed without even talking to a person.
By 2020,
85%
As predicted by a recent Gartner survey
can reduce costs, increase sustainability, and facilitate improved mobility and customer relationships
DIGITISATION
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Fast response time High qualityproducts
Exceedsexpectations
The formula for a good customer experience
Customised service
You need systems in placethat allow you to provide swift— if not instant— responses
Quality is a non-negotiable,and saves customers the expenseof constant troubleshooting
Gathering customer data allows you to cater to theirspecific needs with eachinteraction
Providing extra-mile serviceand post-sales follow-upbenefits you in the long run
of a customer’s relationship with a company will be managed without even talking to a person.
According to one study,*
86%
* Harris Interactive 2010
The best brandsfocus on relationshipand service
increase in profit is achieved by a 5% increase in customer retention.
At least
25%
* Bain & Company - Prescription for Cutting Costs
your customers’ challenges and understand their industry and concern
KNOW
ESSENTIAL STEPSfor delivering a superior customer experience5
1 Stayconnected with your customers
Essential steps for delivering a
superior customer experience
1 Stay connected with your customersDon’t lose sight of customer needs and preferences. Invest in data gathering that will allow you to constantly receive fedback from customers.
2 Achieve greatercustomer empathy
Achieve greater customerempathyUnderstand your customers’ industries and concerns. Your e-mail communication can provide value by answering their pain points and offering products that solve their problems, and their most pressing needs.
Essential steps for delivering a
superior customer experience
2
3 Add more valuewith increasedproductivity
3 Add more valuewith increasedproductivityOptimise scalable digital solutions and automation to provide more customer service and solutions for the same cost.
Essential steps for delivering a
superior customer experience
3
4 Diversifyrevenue sources
Diversifyrevenue sourcesExplore new opportunities to serve your customers. Use customer feedback and data as well as innovative thinking to create new solutions that meet customers’ growing and changing needs.
Essential steps for delivering a
superior customer experience
4
5 Collaboratewith new partners
Collaboratewith new partnersFind new ways to outsource non-strategic functions to allow your team to focus on their expertise. This improves efficiency and effectiveness of your core business functions.
Essential steps for delivering a
superior customer experience
5
to SMB growth and success is to develop mutually beneficial relationships between
your SMB and your customers
THE KEY
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