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Customer Expectations

Are You Ready for the Connected Customer? Pt3

5th September, 2017

PART 3: Exceed Customer Expectations

Less than a quarter of field service organisations make effective use of data to drive decisions around productivity, customer experience and worker performance. However, every decision made within the company should be deliberated against a backdrop of the overall impact to the customer experience.

The fact that customers are highly connected, should make it easier for service organisations to meet their needs -provided that they have the right mobility solution in place.

Given the seamless journey via various touch points, connected customers are willingly sharing their details, behavioural patterns, requirements and preferences with companies. Thus, presenting the organisation with the opportunity to delve into analytics, which can help to provide a personalised service and develop a differentiated service.

Having a complete picture of the customer experience is crucial. If your software solution allows seamless engagement between all of your customer touch points, then the insights you will be able to gain will be invaluable.

Technicians will be able to have smarter, more informed conversations with your customers, inevitably increasing customer experience, longevity and repeat business.

Customer Expectations

 

Read the rest of the Are you ready for the connected customer? blog series:

Part 1: What is a “Connected Customer”?

Part 2: How do Organisations Adapt?

 

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