Skip to main content

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.

Stay Safe.




Comments

Post a Comment

Popular posts from this blog

Social Media Marketing Vs Influencer Marketing.

Every marketing channel a business chooses to grow into is definitely driven by certain objective's; create brand awareness, customer acquisition, customer retention. However to be able to achieve all this there has to be content readily available for your client/customer otherwise how will you keep people on your platforms engaged.   Social Media Marketing is solely built on the content you create and your ability to engage with your existing and potential client(s).  Most reliable channel I would recommend to startups because once you've got content and make posts consistently you are making it easier for people who would be interested in your brand to find you. Put in mind that as you post inlude keywords that a potential client would use to find your product/service. It will be of great value to build up content that sets a position for you on organic search rather than using Pay Per Click (PPC) where you pay to be on that position i.e. Google AdWords and once you ...
4 comments
Read more

7 reasons why you should use Direct Messaging in your Marketing & Communication Strategy.

I have subscribed to several newsletters to which I get happy when I get a notification. Some I’m slowly unsubscribing to others. What I particularly enjoy is brands that share tips which help make life easier. The tips are as a result of a purchase made and aligns to that rather than their entire product/service portfolio. What’s your reaction when you get a direct message from a brand? Direct Messaging has evolved over time especially with inception of Digital. It has greatly allowed for easy straightforward communication, real-time engagement & convenience. Hand-held devices have become so affordable merging with the affordability of Internet access, a brand can communicate with its audience across the world with ease.  Direct messaging platforms include; SMS Email Facebook Messenger Chat bots WhatsApp Business Social Media DM's Why should a brand consider direct messaging? It allows better understanding of customer’s needs . In most cases it’s as a result of an inqu...
2 comments
Read more

The return customer.

A return customer is the greatest win for a brand/service provider. A brand may achieve a return customer after their first purchase if they have checked some if not all of their customer’s needs; It solved a long term problem the person had encountered Convenience Amazing customer service Affordably priced Taking into consideration the feedback provided   A growing number of return customers means that you are growing a community and as such a brand always has to listen to what the clients have say and make sure they feel appreciated. My experience as a return customer. “Early in the year as I scrolled through my Facebook feed I came across an Ad. I decided to visit the page and check out the reviews given by people who had used the product before and thereafter decided to make a purchase. I got my package which really offered amazing results as I was seeking for a solution for retouching my hair. Wax really results to so mu...
2 comments
Read more