Satisfying customers in this era of connected customers (generation C) is a highly complicated task. Thanks to the increased internet accessibility, technological enhancements, and advancing mobility, customers are more informed and connected to the world around them. Whether its food, clothes or entertainment, everything is just a few clicks away.
- Fifty-nine percent of Generation C turn to the internet as their main source of entertainment.
- The count of global internet users was 3.4 billion in 2017 which is anticipated to increase with a growth rate of 58% by 2022.
- 80% of connected consumers report using a mobile phone to access the internet on a weekly basis.
Big names like Amazon, Macy’s and Netflix have embraced personalization and innovation for rendering best-in-class experience to the generation C. Customers are able to track their orders, receive updates and get support in real-time. This is encouraging them to expect more from businesses regardless of their industry. Businesses are expected to push their boundaries for satisfying the needs of the connected customers.
Up your game- five ways to meet the expectations of connected customers
Yes, the expectations are high, and they will increase with the new advancements. Your business needs to initiate a transformation for staying aligned with the modern age of connected customers. It is essential to change the way you interact and respond to the issue of the customers. Focusing merely on selling won’t help, you need to put the customers in the center of whatever you do. They should be your primary focus.
Here is how you can meet the expectations of connected customers:
1. Offer convenience
Put yourself in the customer’s shoe and think about what you can do to make your customer’s life easier? Customers want convenience. For instance, most people prefer shopping from the ecommerce sites because they conveniently get delivery to the doors. So, find out how your product can improve the customer’s life and be beneficial for their business.
- Have clarity of purpose.
- Focus on providing a hassle-free experience to your customers.
- Continuously take feedback from your past clients to improve your services.
2. Personalize everything
Customers don’t want to work with companies that claim to do everything for everyone. They are interested in knowing what can be done for them. Personalization is the key to succeed in this connected customer age. Offer personalization at each stage of the buying process.
Customers look for products or services that are tailored to their specific needs. As per a study by Deloitte, 36% of consumers expressed interest in purchasing personalized products or services. Personalization helps in building trust and earning customers confidence. They can share their data without any hesitation.
- Ensure each email you send is personalized
- Research about the customers
- Find out their areas of interest and discuss it while speaking on the call
3. Adapt the culture of immediacy
The evolving technology isn’t only changing the way customers purchase a product, but it is also increasing the expectations for timely interactions. There is no room for delay in this hyper-connective age. Connected customers aren’t ready to wait; they want instant replies to their queries. Several companies offer live chat options on their websites or use Sales CRM for reaching out to their customers on-time.
- Live chat helps in providing round the clock support to the customer
- An advanced CRM solution offers
- Real-time alerts
- workflow automation for timely follow-ups
- Built-in calling so that you can forward or transfer calls when required
4. Anticipate customers needs
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves”- Steve Jobs
Connected customers prefer dealing with businesses who understand their problems and shows them a direction to overcome them. They don’t want sellers but consultants who can give them the right advice. Ensure you have good knowledge of their market, business, and the competitors before approaching a potential customer.
- Dig out their problems
- Find out the gaps between your customers and their competitors
- Read the reviews posted by their customer and see where they were disappointed
- Pick those points and show them how can your solution helps in resolving those problems
5. Provide the right solution
Connected customers are well informed. They conduct in-depth research before settling for a solution. So, you need to be very careful before approaching these smart buyers. You need to present your product in front of the right customers otherwise you will just end up wasting your time and resources. You can’t meet the expectations of the customers who don’t need your product.
- Find out your ideal customers.
- Ensure your solution can solve their problem.
- Research and find out the customers that your competitors are targeting
Conclusion
For attracting connected customers, it is important to give them your undivided attention. Faster pace, better service, and the right product is essential for meeting the expectations of generation C. Choose the right approach and use the perfect technology. Smart CRM like Salesmate can help you in building and maintaining long-term relationships with the generation C. With this feature-rich system, you can personalize your approach and reach high potential clients in real-time. Try Salesmate for free to explore its various features.
