This is the final part of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll consider the rising importance of item five on his list of predictions, “Convenience Rules.”
Hyken tells us, “Prior to the pandemic, convenience was an option. Today, it’s expected. This is a competitive differentiator.” Indeed, with so much of commerce now just a few touchscreen taps away, traditional brick-and-mortar businesses must make sure they keep up with the times if they hope to keep up with their competitors.
Convenience reigns supreme, especially in light of the ever-increasing demands of modern life. It should be no wonder that customers expect seamless experiences in everything from researching products to making purchases and seeking support. In this way, convenience has become a cornerstone of customer satisfaction. Let’s explore why this all matters and how your business can adapt to meet these expectations.
Accessibility
As we alluded to above, information is at our fingertips. And most of us now expect nothing less when we engage with businesses around us. Whether it’s browsing a website, accessing social media channels, or contacting customer support, accessibility is key to navigating the demands of modern consumers. As such, your business should ensure that the most relevant information about your products and services is readily available and easy to find. This means leveraging a user-friendly website, having a responsive customer service process, and employing intuitive communication channels. You must remove the barriers to information so that you can enhance your customer experience to foster both trust and loyalty with your clientele.
Smooth Operator
Gone are the days of long queues and cumbersome payment processes—or, at least, they should be. Today’s customers crave simplicity and efficiency when making purchases. With the prevalence of e-commerce and mobile payment solutions, for example, your business should prioritize seamless transactions to stay competitive. From one-click ordering to secure payment gateways, every step of the purchasing journey should be friction free. By optimizing your checkout process and embracing innovative payment technologies, your business will be in a position to enhance convenience and drive conversion rates. Don’t make it hard to buy from you!
Be Proactive
Equally important, we must remember that the customer journey doesn’t end at the point of purchase. In fact, it’s only beginning. Post-sale support plays a crucial role in guaranteeing customer satisfaction and retention. Indeed, your business must be proactive in addressing customer inquiries, resolving issues, and providing assistance when needed. Depending on the kind of business you run, this might include services like live chat, email support, or self-service portals. Regardless, you must offer multiple avenues for customers to seek help; and where possible, you would be wise to employ as much of a human touch as possible by making it easy for the customer to get in touch with one of your employees. But the best defense is a good offense: your employees should be taking the time to capture customer contact information so that they can follow-up on their customers, heading off questions or concerns before they balloon into something worse. There’s no better way to transform satisfied customers into brand advocates.
It’s Non-Negotiable
We’re in an era of instant gratification, and convenience has consequently become a cost of doing business. Your customers expect seamless experiences across every touchpoint, from the initial research of your products and services to seeking support after they decide to make a purchase from you. If you prioritize convenience, your business will be in a position to gain a competitive edge and drive customer loyalty, giving rise to a customer experience that exceeds expectations.
Remember, convenience isn’t a luxury—it’s a necessity in today’s always-on, always-connected marketplace. But it’s complicated, and it can be difficult to figure out where the pain points are when you’re looking at the situation from a big picture perspective. So, don’t hesitate to seek help from your frontline employees, the ones who see where the problems arise. Moreover, you should seek an external perspective, such as directly from your customers and also from outside consultants, like a mystery-shopping company.
The Brandt Group is here to help you with all of this. We provide several best-in-class services, such as employee and customer feedback surveys, with which you can seek anonymous opinions from the people immediately in and around your business. Moreover, we specialize in mystery shopping, which we will use to help you pinpoint and test any aspect of your business that needs extra attention. Our shoppers are normal consumers, so they’ll bring real-world perspectives and expectations to the equation.
If there is one takeaway here, keep this mind: Customers are perhaps the most demanding people on the planet. If something could be better in your business, rest assured that we’ll find it.
Want to know more? Drop us a line today, and let’s work together to prepare your business for today’s challenges, and for whatever tomorrow may bring.
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