Page 96 - NEWNORMAL_ANIMATED

NEW NORMAL

Over the last few years, new
technologies have been de-
veloping rapidly along with
the creation of new services
and tools, while at the same
time mobile internet has
become faster and cheaper.
Would you have even imagi-
ned a few years ago that in-
stead of a giant computer on
your desk and slow internet,
you would literally have the
digital world in the palm of
your hand today?
If the customer always finds a different name, Today‘s hypermobile times have completely
different phone numbers and inaccurate or changed the well-established ways of finding
vic
ser
outdated information, this subconsciously services, brands and companies..
and
ompanies
c
brands

es
,

affects them. And the brain remembers. If you
do not provide a truly unique service or you
do not have above-standard customer service
but you operate in a highly competitive envi-
ronment, there is a high probability that your
customers will gradually move to the compe-
tition that takes care of its brand. Their confi-
dence is not strengthening - on the contrary, it
is gradually declining. Then another negative,
albeit marginal experience with your brand
(company) is enough to drive the customer
away from you.
The customer will recognize who takes good
care of the brand (company) and expects that
similar care will be reflected in the approach
to him or her as a customer. Take a look at the
examples above - competing companies with
the same products and services. One of them
cares intensively about its online reputation. It
gives a signal to potential customers that its
services will be of high-quality and high care. New services – social networks (Facebook,
And you can really see it - customers rate Twitter, Instagram), mobile aps, smart GPS na-
such companies significantly better. (the vigations in cars (Waze, TomTom), voice search
average rating is calculated from reviews on (Siri, Alexa etc.) Google maps in mobile phones
Google My Business) and dozens of other verticalized services (fo-
cused on a specific area or field – e.g. TripAdvi-
Tip No. 2. - Increase the traceability of sor for travelling, Zomato for restaurants) now
your brand (company) in the digital envi- offer many more places for your interaction
ronment with your customers. Foreign tourists and
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