Have you ever noticed how low your expectations are these days when dealing with the companies that you do business with every day? It is almost as if we have been conditioned to expect disappointment as consumers or clients of nearly every service and product we consume. It reminds me of the book written years ago by Peter Shankman, Zombie Loyalists, where he mentions that all companies need to do is deliver service just a bit better than crap, and they will develop a strong base of rabid fans.
I see this regularly as I utilize services on a day-to-day basis. I am surprised when something works. I suspect I’m not alone. Traveling internationally last week, I was astonished at how well United can track my bags and update me on their position. I was shocked at the US Customs and Border Patrol having an app to stream reentry to the United States. I’m always amazed at how well Global Entry (actually) works.
Call me a pessimist or cynical, but I’ve gotten to the point where I expect things to fail regularly. Or worse, implode.
While this may seem like a horrific indictment of society and industry in general, I see it more as an opportunity. It is a chance for business owners to look at their service and the services their competitors provide and make it a little simpler for their customers. And it is of course a great opportunity for folks such as myself that have a team of professionals ready, willing, and able to assist!
And often, there is simply no better place to do this than via software. Let’s face it - every business can benefit from custom software that makes your life and the lives of your customers and clients just a bit easier.
But what are some small ways that software can accomplish this task? Luckily, I have a few examples that can be applied across a variety of businesses.
Real-Time Updates and Notifications
Just as United Airlines effectively informed me about my luggage, software that provides real-time updates on services, orders, or delivery status can significantly enhance customer satisfaction. It reduces anxiety and builds trust through transparency. These types of applications are typically pretty easy to build and integrate into existing websites and mobile apps. By utilizing software to provide timely information on orders, services, or deliveries, businesses can significantly enhance the customer experience and stand out in a competitive market landscape. As I’ve often said, you can’t overcommunicate with people who are paying you money for a service.
Simple, User-Friendly Mobile Applications
The ease of using the US Customs and Border Patrol app underscores the importance of intuitive, easy-to-navigate mobile applications that simplify processes like reentry or booking services. From the perspective of users, all we see is inconvenience when going through processes like that. Much like Jury Duty or Municipal Court. All of these systems - well, let’s face it - they suck. So any innovation provided makes all the difference in the world. And the apps need not be complex, just a simple, easy-to-use user interface. Even explaining a process to a customer with a notification of “You are here” is enough to build confidence and trust.
Self-Service Portals
Empowering customers with the ability to manage their accounts, track orders, or troubleshoot issues without needing to contact customer service directly can drastically improve the user experience, fostering a sense of independence and efficiency.
Case in point - I utilize a landscaper to handle some yard work. He is old-school and relies on calling me every time to talk. There is no ability for electronic payments and no texting. I have no idea when he is coming. Meanwhile, I utilized another landscaper for a rental property who had an online portal with bill pay, schedules, and rate structures. Who is easier to work with?
Personalization
Tailoring the software experience based on the user’s preferences, history, and behavior can make customers feel valued and seen. Personalization can range from recommending products to adjusting service options based on past interactions. With today’s advancements in AI, this is easier than ever. Personalization can help enhance your ability to offer up-sale opportunities and increase conversion rates. While this type of feature is often transparent to the user, it improves overall satisfaction and should be considered.
Seamless Integration
Software that integrates seamlessly with other tools and platforms used by customers can streamline processes, making it easier for them to manage their tasks without juggling multiple apps or systems. As I wrote about in a previous post, today’s businesses use many layers of systems and software to manage their day-to-day operations. Giving users a glimpse into the behind-the-scenes operations via an integration (preferably via a portal experience) is a competitive advantage.
Accessibility Features
Ensuring that software is accessible to people with disabilities expands your market and reflects a commitment to inclusivity, allowing everyone to have a positive experience with your product or service. I don’t need to dig much deeper into this in this post, as we’ve written about this at length… However, it is important to mention that just being accessible to users with disabilities can set your company apart.
Security and Privacy
In an era where data breaches are common, robust security features that protect customer information are paramount. If you have software solution already in place, transparency about how data is used and stored can also enhance trust. Otherwise, it is possible that your software can backfire and result in the opposite of the intended solution… resulting in eople being worried about using the platform and instead reverting to more time and money-intensive things, such as calling a live operator.
Efficient Customer Support
Including efficient customer support features such as AI-powered chatbots for immediate assistance or ensuring easy access to human support can streamline issue resolution for customers. This approach minimizes frustration and reduces wait times, ultimately leading to a more satisfactory user experience. Providing multiple support channels and implementing automation where appropriate can significantly enhance customer satisfaction levels. A seamless customer support experience is essential for maintaining positive relationships and fostering loyalty among users.
Wrapping Up
In conclusion, the landscape of customer expectations is undeniably fraught with a resigned acceptance of mediocrity, offering a golden opportunity for businesses willing to rise above the norm. By integrating software features that prioritize real-time communication, user convenience, personalization, and security, businesses can transform an all-too-common narrative of disappointment into one of exceptional service and unexpected delight. In doing so, they not only set themselves apart in a competitive market but also cultivate a base of loyal customers who are pleasantly surprised and thoroughly satisfied. This approach doesn't merely meet the basic expectations; it exceeds them, proving that in a world conditioned to expect the minimum, delivering even slightly more can make a monumental difference. It's not just about avoiding failure; it's about aiming for excellence, where the true opportunity for differentiation and success lies.
