Consumers now want on-demand help, whether it be for car service or making a purchasing decision, and today’s leading companies are shaping this expectation by providing this help immediately, no matter what channel. These organizations are setting the bar very high for customer experience as they provide affordable help in real-time. This concierge-like service model for the masses has set the stage for what is now called the On-demand Economy.
The following are ways that organizations can equip their employees with the skills to deliver in today’s on-demand economy.
Maintaining an on-demand approach
In the on-demand economy, forward-thinking organizations are refocusing their key departments and functions and reorganizing based on providing superior customer experience. Hiring employees that are tech-savvy, have strong analytical skills and understand the nuances of providing responsive service will help the organization further evolve and adapt to an on-demand market. After hiring such employees, management will have to make sure these values are instilled in their employees to maintain the momentum of the on-demand service approach.
Meaningful, real-time communication
To maintain this momentum, a mantra of real-time communication will be key. As consumers increasingly expect more personable and real-time interactions with brands, employees will need to focus on strategies that deliver such experiences, such as providing services immediately, greeting a customer promptly and even following up with the customer shorty after a transaction to make sure they are satisfied. In today’s consumer setting with the power of social networks, every customer is an influencer and superior customer experience will be noted and passed onto those in their circle of friends and family.
Emphasis on personalization
Today’s consumers have more choices than ever before and what is going to set organizations apart is personalization. Many brands today are making investments in technology and training that will allow employees to provide a highly personalized service. The use of analytics allows an organization to have 360 degree of the customer so employees will know their preferences by looking at their customer profile. And, not just equipping employees with the right tools, but making sure they are attentive and personal in nature is also key. The trust that is established between an in-person interaction will help build trust in a brand.
Keep an eye out for Generation Z consumers
There is so much talk about Millennials, but in today’s on-demand, concierge economy, employees must also be mindful of Generation Z. Defined as those born between mid to late-1990s and 2010, Gen Z is even more tech-savvy than their predecessor and their comfort with technologies will represent both an opportunity and challenge for brands who want to reach them. This generation is entrepreneurial, independent-minded, and socially responsible. Compared to Millennials, Gen Z is may be much harder to interact with, but like other generations, they are looking for brands who they can trust and relate with, and can help with their needs and wants.