The customer is an essential stakeholder in every business. They bring revenue which is the lifeline that companies rely on to achieve their objectives. Therefore, taking care of the customer is a critical activity that needs to be undertaken by everyone and not just the customer-facing staff. To achieve excellent customer service, business leaders need to understand the attributes of the modern consumer. In this article, read some characteristics you need to be aware of and how they affect your business.
The Modern Customer Craves Convenience
The modern customer enjoys and looks for convenience. Is your business delivering convenience to its customers? The internet has made it easy to provide convenience. Customers can place orders online, pay for them and receive their products, all at the click of a button. Punters and game enthusiasts can watch football online from the comfort of their couch. Placing bets has never been easier for punters.
The Modern Customer is Opinionated
The modern customer is opinionated and does not hold back when they receive a good or bad experience in your business. If a customer is served right, they will announce to their family and friends. This is a bonus to your business as you get free marketers and brand ambassadors. Conversely, suppose they have a terrible experience. In that case, the world will know, and your business will suffer massive damage to its reputation.
The Modern Customer is Connected
The modern customer spends considerable time online connected through a computer or a mobile device. The internet is now available worldwide, and devices are affordable to a vast segment of the population. This means that sentiments, good or bad, can spread far and wide in a short period. This can be a double-edged sword for your business, depending on how you treat your customers.