Improving the customer experience has been a business priority for hundreds of years. However, with the advent of technology, that experience is being transformed in ways unheard of mere decades ago. Technology continues to revolutionize customer interaction with many companies deploying new and innovative digital strategies in order to woo and retain clients and stay relevant in an increasingly competitive global landscape.
One key area that is leading this transformation across all industries is mobility. Thanks to advancements in cloud and wireless technology, mobile devices pervade every facet of our lives, giving us new levels of untethered connectivity. For businesses, it’s opened the flood gates to service customers in exciting ways, from mobile point of sale (POS) systems to apps that give clients greater options.
Here are some top ways innovative businesses are using mobile technology to transform the customer experience:
- Mobile devices – Businesses are equipping staff with devices such as tablets or smartphones to better serve customers. Many retailers have introduced mobile POS systems, allowing clerks to finalize the transaction anywhere in the store as opposed to having the customer wait in line for a cashier. In financial institutions, notebooks and mobile devices have helped transform tellers into universal bankers who can provide beginning-to-end service, solving complex financial transactions without being chained to a desk.
It’s not just retailers and banks taking advantage of these devices. Many hospitals provide patients with tablets to give them direct control of their healthcare experience and their surroundings. For example, patients can control their room environment, reducing the need to call for assistance to lower shades or adjust the room temperature. The devices are also equipped with popular entertainment apps, and patients have the option to download many of their favourite apps, all with the purpose of drastically improving their experience.
- Apps – Smart businesses have realized that in today’s connected and mobile world, having a website is not enough. The rise of smartphones and tablets has led to the creation of numerous apps that give customers easy and interactive access to services and products with one touch. Banks provide apps that allow users to execute a full range of banking transactions from their phones or make easy direct payments at participating retailers with a quick swipe of a device.
Some hospitals offer electronic check-ins via mobile apps that not only speed up the admission process for patients, but also reduce data errors associated with handwritten forms. The result is more accurate data and a smoother and less frustrating process for patients.
- Clienteling – Clienteling is the practice of leveraging gathered data about customer activities, purchases and preferences to transform the merchant-customer relationship. Leveraging wireless technologies, beacons and Wi-Fi tracking solutions allows businesses to communicate with customers’ smartphones as they move through a space. Businesses deploying clienteling solutions can offer deeply personalized service and interaction to customers, which could translate into higher gains. More frequent visits, higher transaction values and improved loyalty all accrue in clienteling scenarios.
Regardless of which industry you are in, the use of mobile technology in the way you engage with customers should be one of your top priorities. Whether it’s to attract new clients, or ensure long-term satisfaction and loyalty, a well-executed digital mobile strategy will help build strong and meaningful customer relationships.
CDW Canada’s experienced solution architects and engineers help you get the most out of your investments by providing full lifecycle support and services. They work with customers to address each business’ unique IT needs and help predict how those needs will evolve. Learn more about how we can help you transform the customer experience.