5 steps to transform your SMB with a customer centric focus
“Gartner predicts that by 2020, 85% of a customer’s relationship with a company will be managed without even talking to a person.”
Despite this, the customer connection is still all about the relationships. According to an article by Forbes – customers are actually surprisingly simple in what they want – the fastest, most accurate answers to their problems, with zero wait times. And that’s not so difficult to provide. But there’s an added challenge: People still want to feel special, and get that warm, fuzzy feeling from service that bubbles up when you walk into a local restaurant and order ‘the usual.’ Your customers want to know they matter.
This trend and market shift have provided increased opportunities for innovative small to medium-sized businesses (SMBs) to drive more profit by focusing their entire business on customers. While SMBs have long been known for friendly customer service and support, SMB leaders are taking their customer focus to a new level – integrating digital transformation and print management capabilities to deliver a seamless customer experience that locks in customer loyalty and keeps competitors at bay. Digitisation has proven to aid in personalising business services for greater customer-centricity. When executed properly, digitisation can reduce costs, increase sustainability, and facilitate improved mobility and customer relationships.
Download and read this whitepaper as it provides insights for SMB owners the formula for a good customer experience and the 5 essential steps for delivering a superior customer experience.