I have long been a proponent of “Fresh Customer Service,” or putting your employees first and customers second to ensure a customer experience that maximizes satisfaction and repeat visits, ensuring higher sales. And I still stand behind it. But the way customers engage with your brand is changing due to technology, and you need to use the same technology to change how you engage with them.

I’d like to briefly review a few ways you can use cutting-edge technology to ensure that your brand is engaging customers in the way they want to be engaged, with personal and professional success as a result.

Mobile Devices

Consumers of all ages are now “constantly connected,” using smartphones, tablet computers and even smart watches to maintain Internet access everywhere they go. Especially among younger consumers, there is a sense that the “virtual” and “physical” worlds are blended, with the mobile device serving as a continual bridge between the digital realm and everyday life.

You must respond by offering your customers the same experience through their mobile devices as you do in your physical place of business or PC-based website. Responsive design is a Web development strategy that lets you develop your customer website with a single code base and have it automatically optimize itself for whatever device accesses it. No more clunky or incomplete mobile websites!

In addition, customer-facing employees should be armed with mobile devices and well-trained in how to use them to immediately respond to customer requests for information, alternate sources of goods and services, etc. Modern customers will not wait for an employee to run and check on something, they want the answer immediately!


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