86% of customers are willing to pay more for a better customer experience.
Customers now possess more power to influence not only what they buy, but also the purchasing decisions of others. Through the global connectivity of social networks and digital technology, consumers are increasingly driving the terms of when, where and how they engage with suppliers and manufacturers. As the demographic of the target customer market shifts, enterprises must respond to the pressures of more informed and demanding critics and creators of their products and services. Customers expect more customized and personalized services and technology, even to the point of desiring opportunity to influence technology innovation and product road maps.
Your customers have a voice, and they expect organizations to champion initiatives and platforms providing opportunities to share candid and key feedback. The most dangerous aspect of the consumer’s voice is that if they are not appropriately channeled, consumers will share their experience and opinions with prospective customers. In many industries and market segments, consumers are reluctant to procure technology and services without performance-based recommendations, and this is significantly disruptive to traditional purchasing.
This newly defined landscape creates a challenge for organizations. How do you close the gap between consumer expectations and the capacity of the enterprise to satisfy its clientele? Many organizations are struggling with this dynamic. KLM’s Meet and Seat program is a great example of closing the gap. In this case study, on February 3, 2012, KLM launched a social networking service that connects people with existing Facebook or Twitter accounts who share similar interests during a flight. This innovation is a popular way of enabling people to interact, thereby increasing the experience of social traveling resulting in a better travel experience for passengers.
In today’s environment, it is critical to meet customer’s data demands. A supplier’s credibility and quality is measured by the ability to provide easy access to product information. Increasingly, global consumers expect this. By implementing standardization, companies can be more confident that their data is accurate and best serving their customers.
According to a comprehensive survey from Label Insight, a data solution provider, 94% of consumers will be loyal to a brand that offers complete transparency, and 73% would be willing to pay more for a product that offers complete transparency. Intelligent entrepreneurs, business owners, marketers and smart businesses understand the benefits of embracing their customers’ insights. Therefore they pursue more innovative and creative ways to use technology.