16/12/2022
THE 21ST CENTURY CUSTOMER
The 21st Century customers are very different from the customers of the past.They are informed, educated and in control of when, where, and how they want to interact with businesses.
With the rise of internet and information technology, they hold all the power, with easy access to any details regarding products, services and prices.
Before any purchase, they conduct a proper research on which product/service they want, where they are going to buy it from, the price and how how all these compare with the competitors.
Selling to such kind of customers is not easy.It requires a whole different approach. And the only way you can win the 21st Century customer is by offering EXCEPTIONAL CUSTOMER EXPERIENCE.
How then can you offer exceptional customer experience as a business?
1. CONVENIENCE
The 21st century customer is looking for products/services that are going to meet their needs perfectly and are available anytime they want. They want to order and pay for a product/service whenever and wherever. In case of a website or app, make sure it is easy to use.
2. DELIVERY
Customers are looking for businesses that are flexible enough to offer delivery services either at a fee or free of charge.
3. MULTIPLE TOUCH POINTS
Customers have different contact preferences. One may prefer live chat while others prefer phone while others prefer social media. You should be available on as many as possible
4. PERSONALIZATION
Customers want products and services in the exact style, colour and specifications they desire. A business should therefore be flexible to meet this need.
5. SHARE BRAND STORIES
A brand story is the emotional-based narrative of how your product or service improves the lives of your customers.The 21st century customer is looking for business that will improve their lives other than just buying form them. Unfortunately many businesses who are using social media use it solely to upsell. They don’t tell a brand story, they don’t interact and engage. They are only focused on profit only. This is a turn off for the 21st century customer.