Smart vs. Stupid
It’s a hard question to ask, but you really do need to know the answer. Do your customers think your company acts stupid? Many do. We hear this from customers every day.
Do customers think your company acts smart or stupid?
Today, there’s a high probability that many of your customers act smarter than your firm does. They have smartphones that – on average – are loaded with about 60 apps. Apps that let them check prices, compare service agreements, read reviews, and check in with their friends – even as they talk to your employees.
A growing percentage of your customers are nearly always connected. They can access more automated tools than the most advanced enterprises had just five years ago. They have higher standards, and are more restive and less loyal than ever. Unfortunately, most firms aren’t connected like this.
Many keep data in silos. They don’t incentivize divisions or employees to work together. Many can't seem to remember the account number customers gave them ten seconds ago. They can't remember customer names, or preferences.
From the customers’ perspective, just about the only thing many companies do seem to remember is when they give them money – or when they don’t.
In short, many companies act stupid. We use this word because it’s a phrase we regularly hear from customers. From their perspective, this is precisely how things appear.
What does this mean to your organization?
Disruptive technologies are rapidly increasing “customer experience” expectations. Established companies must identify the specific threats and opportunities that impact their business. Each must recognize the frictions that will result; competitive friction, organizational friction, and product and service strategy friction, among others.
This should alarm all organizations – even utility companies and other near-monopolies that act like they’re insulated from outside competitors. But as competitive options continue to arise, newly unfettered and long-suffering customers will leap at new alternatives, when offered the chance.
In short, the world of customer experience is changing. This is where MCorp can help.