You’re only as strong as your weakest link. The game Jenga demonstrates this perfectly. Players take turns removing blocks from a stacked tower. This creates weaknesses in the structure until finally it falls apart and one player wins the game.
In business, delivering an excellent customer experience relies on the strength built by each touchpoint. You might have a highly-skilled customer service team but failing to meet expectations on your product, the delivery, or a service component can bring the whole experience crashing down.
Imagine a happy customer who’s just purchased the perfect air conditioning unit and books in the installation before leaving the store. The customer goes home, the installation time comes and goes with no technician arriving and no communication. The customer ends up frustrated and has a tainted experience of the company supplying the air conditioner. Regardless of which company the service technician works for, it’s the seller that attracts that bad impression.
If you’re a business with a service component to your offering, take a moment to think about the weaker links within your customer’s end-to-end journey. Which aspects do you have little or no control over? Do you have a strong network of service technicians who always put your customer first? And how are you monitoring your customers’ satisfaction of with those service people? The solution lies in technology.
"In business, delivering an excellent customer experience relies on the strength built by each touchpoint. You might have a highly-skilled customer service team but failing to meet expectations on your product, the delivery, or a service component can bring the whole experience crashing down."
Cloud-based technology has revolutionised the way services are delivered to customers, bringing control and visibility to the process. Companies such as Uber and AirBnB have made service delivery simpler, faster, and more transparent. Customers have the tools to be in control and they’re responding positively to what these service platforms deliver.
In recent years, the power has quite literally been placed in consumers’ hands. Mobile-first technologies have made purchases and bookings instant and transparent. Companies recognising the benefits have jumped on-board, creating a new sales landscape that’s focused on keeping customers informed and in control of their buying journey. Those companies have eliminated the weakest links in the customer experience; and are succeeding because of it.
Ride-sharing companies are a great example of strengthening the links in the customer journey. These businesses have implemented driver rating systems, easily accessible support, and mobile applications that keep the company, the customer, and the person carrying out the service connected.
Cloud-based service management software is now providing a platform for all types of companies with service component to strengthen the weak links. Service management software acts as a marketplace connecting technicians and service people to businesses and their customers. The real-time nature of cloud solutions brings live transparency of bookings, updates, interactions, consumer feedback and ratings, and more. It removes scheduling miscommunications, allows consumers to plan out their time more accurately, and keeps businesses in the loop.
"In recent years, the power has quite literally been placed in consumers’ hands. Mobile-first technologies have made purchases and bookings instant and transparent."
Imagine being a company that has a live, 360-degree view of activity between consumers and service people, from the time a job is requested until it’s completed. How much time could your company save in knowing the status of service jobs? No one has to pick up the phone or chase resources to see what’s happening. How much stronger would the customer experience become by providing a platform which puts customers first and puts them in control?
If your company relies on a service component – whether that’s after-sales services, organising technicians or if you’re a purely service-based business, ask yourself what kind of customer experience you’re delivering right now.
Riyo is an end-to-end, mobile-first service platform that delivers visibility and control to your customers, your service people, and your company. From as little as $80 / month and transaction volumes as low as $1 per booking, companies of all sizes can leverage technology to strengthen their offering and become more successful.
Is it time to start focusing on the weak links affecting your customers’ experience? Take the next step and learn more about service management software. Stop worrying that your customer experience “Jenga tower” is about to topple over. Start delivering what customers expect to create satisfied, loyal customers and invest in your business success.