Business is built on relationships and it seems like organizations are falling behind as it has changed to the age of the customer. The customer is now the decision maker about where and whom they support. The age-old concept of just relying on a relationship no longer works.
The changes started when the Internet began. Add the complexity of social media and mobile technologies in recent years and now the demand for quick response and collaborative conversations on many platforms today and you have just removed the one-on-one relationship with a customer.
So what are customers looking for? They want a personal, relevant and timely approach to the service the business is offering. Customers are not looking for a one-size-fits-all approach. Unfortunately, that is what most businesses are doing today and it is starting to affect a company’s bottom line.
Service is how a business upsells to a customer by offering a solution to problem or issue. But now customers are thinking they can go anywhere else and get the approximately the same thing for little or more money.
How to solve it? Make sure that all of the print collateral, signage, displays are communicating to the customer on a personal level. Service design is the foundation of the new era of customer service, underpinned by knowledge and insights to deliver an approach that is personable.
87% of customers feel positive about a business that uses the information about them. It is this relationship based on trust that will enable brands to be successful. The old adage of “Take a Number” is no longer!
Interesting Fun Fact – Facebook Demographics as of July 2016.
- Monthly users: 129,658,552 (as of March 2016)
- More than 1 billion people use Facebook daily
- 71% of American adults with Internet access use Facebook
- 82% of online adults ages 18 to 29 us Facebook
- 56% on online users ages 65 and older use Facebook
- 79% of those ages 30 to 49 use Facebook
- 76% of all female U.S. Internet use Facebook
- 66% of all male U.S. Internet users use Facebook
- 72% of Facebook users have incomes of more that $75,000