This is where we are at in 2016. Client service is being redefined right before our eyes. This topic is quickly coming to light for me in my own experiences and the more I put myself in our client’s experience, the more I discover that the process really needs to change.
As a cable television subscriber I would really like the ability to create my own channel packages and select a package that would incorporate more of a look and feel like Netflix. I am close to cutting the cable cord, but I really like the convenience of tv and I am not into watching shows on Netflix or other channels. I mainly want news and sports.
From a retail store standpoint, I am actually seeing more value in purchasing items online rather than fighting crowds and dealing with low inventories at stores. I hope retail stores don’t go away, but I think the experience needs to drastically change or my interaction with stores may go down more each year.
Company websites need to change too. There should be basic information like hours of operation, phone contacts and a simple mobile look that is easy to access from any type of computer of mobile device.
Some items I am currently looking at that clients are requesting:
- Secured online account that lists transaction history like past purchases, reports, conversations.
- More information about services or explanations of products or services.
- Ability to accept credit card transactions online
- Ability to submit questions and receive answers in a timely manner.
- A simpler website design with more pertinent information. (Example: Amazon)
- More reliable service
Finally, the biggest suggestion clients want is
“A better, overall experience”
This last item is the hardest item for me to work with. In many cases, clients have provided suggestions to me and I take these suggestions seriously and continue to work at them. However, I am now feeling the same frustrations as I mentioned above. Think of the cable television example.
Can you imagine if cable companies actually let clients select their own channels as part of their own package. Can you imagine if cable were closely tied to the internet and live streaming was a channel you paid for like subscribing to the HBO channels. What a different experience this would be.
Imagine if you walked into your local bookstore and they could have the book you wanted in all formats: digital, used, new and could it get it to you today, tomorrow or a few days. In addition, if you ordered it through a bookstore in hard copy, you would receive a signed copy from the author.
I use these examples, because this is where I am at today. I have been asking clients what exactly they would like to see, but in all honesty, they don’t know, because they cannot picture it today. This is where I am at today. I am looking at our current service offerings and looking for ways to completely overhaul it and create a much better experience. It is time to make some major changes and create a much better client experience.