With customers demanding higher levels of convenience, how can that need be met?
In a fast-paced world, customers have grown to want things fast. Without leaving their homes, they can order items online, often with just one click on their phones, which will arrive the next day. Expectations of things being easy have risen and convenience is of high importance to consumers, even more so than value in some cases. Therefore, the easier things are for the customer, the more successful a company will be.
Convenience is about a service or product being delivered easily, quickly and with minimal disruption to the busy life of the customer. With consumers quick to review businesses, it is important to meet the needs of their clients and ensure they are happy. The easier the experience is, the more the customer is likely to recommend the company to others, give it good reviews online and use it again. In a world where reviews are also easily accessed and referred to by potential customers, getting it right is important.
However, as each company is different – and with the wide range of services and products being offered being so diverse – there is no magic formula or convenience checklist. Therefore, each company needs to assess what would be good customer service for their business. For example, those offering a service will need to provide different things to someone creating a product.
The best way to assess convenience is by doing some research and asking the customers what they want and for their feedback after dealing with the company. Once the customers’ needs in buying or using your service are understood, you can check how customer friendly you are.
How quickly do they want products? How much would they pay for postage? How do they want to pay?
Each one will perceive convenience in different ways but there will be commonalities relevant for the company. The business can then tailor the experience to the customers’ needs.
Ways companies can increase convenience
Technology is progressing rapidly and whether you sell a product or provide a service, there are many ways it can be used to make the customer’s experience more convenient.
There is nothing more frustrating for a customer than not being given honest, up-to-date and relevant information. If they can’t get hold of you, or find communication difficult and unreliable, or the seller unfriendly and patronising, they are likely to go elsewhere with their custom. Keep in mind the following to ensure communication is clear and simple:
Overall, a few improvements to customer service could help boost a company’s reputation and custom. If businesses can make the purchasing experience as quick, easy and smooth as possible, the customer will happily use them again and recommend their services and goods to others.
WORDS: Donna Findlay