As seen on Digital Marketing Magazine.
Having recently held a stand at Silicon Milkroundabout, the largest tech jobs fair in Europe, it hit me just how significant a position technology now holds in businesses across all industries, from retailers like ASOS to broadcasters like the BBC.
However, when it comes to ensuring all this tech actually holds the customer as the focal point, it is difficult to know in which direction to go in the face of thousands of vendors offering variations of the same software that all promise the same thing. Technology is a wonderful thing, but with so many shiny new toys to play with the fundamental strategy can end up being muddled – the tech is, after all, a means to an end to a more customer-centric approach.
A customer-centric approach focuses on improving customer experience in order to drive profit and gain competitive advantage. In an evolving digital age where customer experience is predicted to overtake price completely as the key competitive differentiator by 2020, it is, therefore, more important than ever that organisations ensure their technological strategy is as customer-centric as possible.
Here we share three tips as to how you can improve customer experience by bettering your use of technology for more customer-centricity: