Page 32 - Warwickers Customers Count vflip2

HOT TOPIC CUSTOMER EXPERIENCE 32 SOCIAL MEDIA Social media continues to disrupt and change the fabric of customer experience. The experience is no longer driven by just the organisation and the customer. Because of social media, expectations and experiences are rapidly shared and distributed between peers. This increases the importance and impact of each customer experience. Mobile customer experience matures. As mobile adoption grows, organisations are reacting to improve the mobile experience. A successful mobile channel places intuitiveness, simplicity, CUSTOMER EXPERIENCE and usefulness as core guiding principles. In many ways, the necessity of such principles in mobile experience design can help ensure a smoother experience than other channels. Mobile adoption in the retail and financial sectors is helping drive more streamlined and targeted experiences for users. Why Mobile over the Web? Less clutter, simpler, and fewer steps to accomplish your objectives. An individual without information cannot take responsibility; an individual who is given information cannot help but take responsibility. Carlzon. SOCIAL MEDIA Social media tools can help achieve even greater information sharing inside organizations. That employees in the front line should be able to have all of the collective power of the organisation to put at the service of customers today. With instant messaging and mobile applications look for that consumer expectation of fast response to be increasing. Why not arm your colleagues on the front lines with every bit of intelligence you can gather on that customer right in front of them? Why not align the whole organization to reach out and help? There are many defining moments in a business. Few of them would qualify as moments of truth if they don’t involve knowing and even anticipating what a customer wants and needs.