Driving Better Experiences with Automation
Martech Outlook | Friday, November 30, 2018
Owing to rising market competition around the globe, digital leaders are supporting the push to eliminate friction between customers and brands—promising to deliver new experiences and driving engagement strategies for major brands and organizations.
Differentiating between Speed and Convenience
These frictionless experiences are moving from novelty to mandatory. Customers want this whether it’s a mobile experience, website, app or Alexa. More than a tweak or invention, it is the reimagination and innovation of interactions between people and brands.
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Customer's Expectation Drivers
The powerful capabilities embedded in consumer devices is one the driving force behind changing expectations. Companies such as Lyft are increasingly leveraging maps, real-time geolocation, billing, payments processing and more through the mobile devices. Another driving force changing expectations is the rise of disruptive content interaction models— especially ones that support the “new normal,” such as voice interactions via Amazon Echo or Google Home.
Tips to Smooth Out the Journey
• Embracing Individual Customer Journeys
Along the continuous, contextual, and highly personalized customer interactions, it’s up to companies to meet their customers wherever they are, and most importantly, where they might be going next. It always starts by being where your customers want you and need you to be.
• Harnessing New Personalized Communication
With the decline in the use of static websites, there is more value in adopting new modes of interaction with customers rather than simply for the attention it attracts. Voice assistants, including Alexa and Google Assistant, are making their way into homes around the world to simplify traditional customer interactions owing to the changing behaviors and expectations of customers across every industry.
• Searching for Inspiration Outside the Comfort Zone
Digitalization does not stop at a website or mobile apps, rather, the path to eliminating friction and increasing engagement may seem daunting. It involves customer-facing interactions and, often, how your business operates on the back end. But challenging your organization to look outside its comfort zone is one of the most critical steps forward.
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