Is your technology customer-focused
Your small business can improve communications, boost efficiency, and enhance the customer experience.
It doesn’t matter whether your clients like to call, text, email or use online booking to schedule a treatment.
Any of the options will sync with her calendar. As a business owner that works with clients ranging from millennials to seniors, we like that technology gives customers options.
The ability to allow customers to select their preferred means of communications complements her focus on providing personalized service.
No matter what industry you’re in, chances are there is technology available to enhance the customer experience.
A lot of small business owners say their customers aren’t interested in technology when actually they are apprehensive to use technology because they could make a mistake and look silly.
The key is to approach it from the customers’ perspective, she said.
Business owners should think: What is the experience of my customer? How does it feel to be a customer?” That way the technology becomes consumer-focused.
Small businesses should also consider how to use technology to create efficiencies within the company for indirectly enhancing the customer’s experience.
Look at the processes you have in place and identify the ways technology could improve them.
It might be something simple like an accounting or calendar program, or something that analyzes customer spending patterns, facilitates team collaboration or evaluates the amount of time it takes to fulfill an order,
It’s about the systems you have in place—as you grow, technology is a tool that can help you improve those systems.
If your company is small, you may want to consider hiring a software company or other specialized business to help you solve a problem, the experts said.
At Matrix Retail, they develop software to help retail stores with staff scheduling in order to provide coverage at peak sales time and ensure that customers receive the help they need.
The software gathers data about store traffic, the size and number of transactions, what other tasks employees must attend to, corporate staffing rule, state labor laws and other information in order to create work schedules that will contribute to the store’s success.
The technology enables retailers to create schedules with the ideal customer-to-employee ratio.
There are efficiencies that come with automation.