Listening and learning from potential customers
Ideoli learned early the importance of positive customer contact. We understood customers to have a world of options. They’ve made purchases in person at brick and mortar stores and through e-commerce on the Web.
But Ideoli also understood that the technology is not just the focus. We’ve seen today’s consumer want the full successful experience. Not only has the product price been important to today’s consumer, but the manner in which it is available, the extra perks and even the pleasantry of the shopping experience has played a role.
Understanding our customers and their specific needs has been at our forefront. Based on “Move over millennials, Gen-Z now the largest single population segment,” by Greg Sterling, “According to Nielsen’s new Total Audience report, millennials and Gen-Z now comprise 48 percent of the total media audience. Gen-Z in particular is now the single largest audience segment at 26 percent (although there’s a vast age range).” We learned that these are the generations that want that hands-on experience personal to them.
Reality is – we, at Ideoli, have seen the importance of this tailored service and need for great customer interaction from beginning all the way through, past the end so that they are a return customer. According to “Getting Customer Experience Strategy Right: Best Practices of CX (Customer Experience) Leaders,” by Michael Hinshaw, “…research shows that nearly 9 out of 10 customers say they’ve left a company, switching due to poor customer experience.”
With this in mind, Ideoli put their best foot forward with offering high quality products backed by efficient service and a professional communication with our customers. Knowing that today’s potential customers had options, Ideoli knew that any interaction – need it be in person, by phone or online
— created an opportunity to interact with the customer. This interaction enabled the customer to create an opinion about Ideoli on a whole. It was an all-around comprehensive way of seeing our company, or brand, and what it represented.
According to “The Disconnected Customer: What digital customer experience leaders teach us about reconnecting with customers,” by Capgemini Digital Transformation Institute, customers are willing to pay for their experience – “81% of consumers are willing to pay for a better experience.”
With this better experience, companies like Starbucks provided features that allowed customers to pre-pay with quick pick-up without waits still while receiving rewards on their reward system. According to Capgemini Digital Transformation Institute, “17 million customers use Starbucks’ mobile app1.” Starbuck’s reaction – “Within eight months of its release in 2015, it was processing over seven million mobile orders a month.”
Ideoli learned that it’s one thing to have the desire to offer this great all-around customer experience, but it’s another to place it into working order. With that, a transformation of employee training needed to take place. We’ve learned the importance of being proactive in getting the new information out to our employees. And it’s not a one-time lesson. We’ve learned that it’s best to provide this information in small quantities in multiple manners to all employees. We learned the importance of making our employees part of the solution by creating digital information available to meet them where they are, be it on their phones or office computers while onsite. We’ve learned that if employees feel a part of something, they will take better steps to enhance the company on a whole.
We know that customers don’t have the patience to wait until we have our act together. So we need to streamline the processes and make them look smooth. These changes can be measured by the customer responses.
Ideoli learned early the importance of positive customer contact. We understood customers to have a world of options. And millennials and Gen-Z now comprise of the majority of those customers. With that, a transformation of employee training was streamlined. Learning from other companies have been a benefit. But reaching the customers and meeting their needs has been the overall goal.
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