This is forcing businesses interested in acquiring new customers with the challenge of meeting those potential customer's needs with useful technology. Additionally, customers are shaping the expectation that digital communication channels should be
(prHWY.com) March 30, 2013 - Westlake Village, CA -- As the competitive environment thickens, the companies that exceed customer needs will be positioned to enjoy long-term success. As consumer behaviors change, digital communication channels are becoming an important element of the customer relationship. Communicating with customers online, however, presents a number of challenges.
Potential customers are relying on the internet to aid their purchase decisions more than ever. This is forcing businesses interested in acquiring new customers with the challenge of meeting those potential customer's needs with useful technology. Additionally, customers are shaping the expectation that digital communication channels should be suitable avenues to communicate with various departments in the organization.
The following will present two unique strategies for meeting and exceeding these evolving needs.
Using Technology To Meet Pre-Purchase Needs
Customers want to be confident in the products and services they buy. They want to be sure what they are buying will provide the value it promises. Online, attempting to communicate the value of your products and services will create a unique bundle of challenges. Customers are often put off by poor product information, slow loading websites, and product images that are too small. The rise of digital publishing technology has created a unique opportunity for retailers to meet these needs in an aesthetically pleasing manner.
By creating a
digital catalog that is hosted in the cloud, a business can create large, aesthetically pleasing images that load at rapid speeds. A digital catalog can create an all encompassing shopping experience for potential customers. The catalog can include detailed product information, tips, tricks, and techniques, along with additional product recommendations. A well designed digital catalog can provide shoppers with the detailed product information, fast loading pages, and large pictures that tell a products whole story.
How To Organize A Cross-Functional Team For Customer Success
The demand of today's customer is requiring companies to think about customer support in a new light. In the past, assigning a dedicated customer support team would have been enough to handle most customer issues. The growth of new technologies, such as social media, has created an environment that requires companies to rethink the way they address customer needs.
When social media began its rapid growth it was touted as a cutting edge promotional tool. Naturally, this lead most organizations to assign the responsibility of social media to the marketing department. What eventually happened was, customers began using social media channels for support requests. It became apparent that customers expected to be able to contact various departments in a company, through its social media account. The firms that recognized this shift, and adapted properly, have created an integrated customer success team that addresses the customer's wide spectrum of potential needs.
A well-rounded customer success team should include representatives from customer support, sales, and marketing. By placing members from each department close together, the customer will enjoy a consistent experience. The cross-functional team will easily communicate with one another, making each customer interaction in line with the other.
Utilizing Technology To Ensure Customer Success
The undoubted theme throughout this piece is the influence of technology. As technology continues to grow, and more organizations understand the benefits it has to offer, customers will begin to expect more and more. ePaperFlips digital publishing solutions help businesses maximize customer success. Companies are able to use ePaperFlips solutions to integrate social media, and mobile technology to create an unparalleled customer experience.
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