We all know that it’s less expensive to retain a customer than it is to win new ones. You may not realise it, but your IT Systems are one of the key reasons consumers and businesses decide to purchase your product / service. The difference it can make to your bottom line is huge.
How many times have you been on the phone to Customer Services, your mobile phone provider or your car insurance firm - and heard that fabled line:
“Sorry about this, our systems are running slowly at the moment”
It might sound like an everyday comment, but it's just as frustrating for the customer to hear, as it is for their provider to repeat several times a day; not least when they're the ones relying on a struggling system.
Speed and convenience are fast becoming the reason consumers purchase on a repeat basis. Amazon is a great example; providing us with the ability to order something and receive it the same day, the way people shop has dramatically changed in recent years.
It’s time to stop accepting that IT “is what it is” and “could always be better”.
Put yourself in your customers shoes, take stock and personally experience their journey with your organisation. At every touch point, assess what would give them the best customer experience, and make it easy for them to do business with you. Once you understand your customer journey it’s time to sit with your IT Strategy Manager, identifying the products and solutions that can set you ahead of the competition.
If you’d like to see how Mirus can help improve your technology - and your customers' experience - give us a shout, we'll arrange a FREE consultation with one of our IT Strategy Managers.