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Customer Convenience in the Digital Age.


Customer convenience for a consumer means having access to a product or service in a timely and hassle free manner thus making them happy & satisfied. It's shifting from the purchase stage to factors before & after purchase. For a brand convenience means setting structures in place to ensure service delivery is efficient. The structures include both people and systems hence service delivery is efficient. It also means minimum money injection by business stakeholders because emotions, communication & empathy are the role players in the communication & customer journey.

Customer convenience is a huge aspect of a customer's experience. A customer's experience begins from the moment they realize they have a need and a brand takes them through the whole buyer journey. Experience is currently shifting to be the competitive angle between brands and the beauty about it all is that it's not money dependent. Check the article on Customer experience on Social Media.

Aspects of Convenience

  • Use of a third party for service delivery i.e. Uber Eats/Glovo partnering with restaurants, supermarkets & product based businesses partnering with DHL, Sendy, Safeboda to ensure customers receive their orders. Note: When using a third party ensure that their service delivery is in line with the brand to avoid situations where the customer had amazing experience but the delivery but made them feel the service wasn’t at its best.
  • Use of live chats/chat bots on an ecommerce website.
  • Use of mobile apps that makes money transfer easy and convenient.
  • Use of systems to service clients more efficiently i.e. Queue managment system, Customer management system.
  • Use of ecommerce and integrating forms of payment to it thus the customer isn't redirected to another page.
  • Use of voice on the search bar of your website. This shows that you are considering the special needs people in the society.
  • Use of text messaging in your marketing. It is immediate & personal communication with your customers.
  • Use of drive-throughs for the restaurant businesses.

" Digital Customer Convenience relies very heavily on trust. It is incumbent upon service providers to not only deliver timely service excellence, but endeavor to create client trust. "
 
" Now more than ever before the need to design convenient journey maps for our customers is paramount. Customers are the most discerning today and have low switching costs and social distancing has demonstrated that businesses have the capability to be innovative and meet customers where they are. Today's customer is increasingly utilizing digital tools and with many people now working from home, the numbers have gone up significantly. Business that are future ready should already be co-creating convenient digital experiences for their customers."

Importance of Convenience

  • It gives a customer the ultimate experience thus guarantees a return purchase or a referral.
  • It gives a brand a competitive edge amongst its competitors.
  • It makes the brand credible.
  • It builds customer loyalty.


Thank you for taking the time to read. Remember to leave a comment.

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