Many businesses today have a smartphone app. Unfortunately, the majority of these apps are not used by customers. But even those that are used have typically taken one of two different approaches: i) An online brochure – similar to early web sites, or ii) An app version of the web site with similar functionality to the web site.
These two app techniques are, of course, perfectly valid and can provide a great deal of business success. At StableLogic, we focus on the next generation of smartphone communications apps that deliver the following:
The simplest example of these communications apps would be a consumer who is lost trying to find a business. The communications apps, initiate a two way chat session with the business, the business uses the smartphone GPS to find the customers location, and then providers direction. Although very simple, this example provides an example of both of these communication approaches.
Market research clearly shows the desire by customers to communicate in many different ways and a communications app is particularly popular with some demographics. Of course, it is always critical to consider the particular customer group – their needs and desires.
The advantage of using a communications app as opposed to integrating natively with other communication routes (voice, SMS, social media etc.) is the ability to provide context relevant information. For example, to obtain location information of the customer, or to show them a particular item of information within the app.
The ability to create an amazing customer experience with an effective communications app is considerable.
StableLogic are a consultancy practice with many years’ experience in customer communication technologies, and particularly communications apps. We support clients developing their app strategy and delivery, as part of the overall communication mix.
Communicating with customers is more complex than ever. Businesses can no longer decide on their own how they communicate, customers decide using social media and online collaboration sites. Apps, social media, digital market and consumer sites such as TripAdvisor all add to the communication complexity.
The opportunity from effectively taking advance of these different communication opportunities is huge. Customers can be impressed, excellent customer service delivered and sales increased.
The risk however is equally large. Customers communicating about your organisation without your knowledge, customers being ignored, complaints being read by potential customers but not by you.
StableLogic are a consultancy company that can help you address these challenges and to create an outstanding customer experience.
The customer journey is the beginning to end process of a customer interacting with a business. For a typical business there are multiple touch points with their customer.
A customer may conduct initial research on Google. Then perhaps view the web site of the organisation. Customers openly search social media and web sites for reviews, complaints and comments. They place online orders or telephone the contact centre. Changes to an order may be made by email or web chat. Finally, reviews and comments on social media are quite common.
Trying to effectively manage this entire process, deliver for customers, pre-empt their needs and grow business is quite a challenge. StableLogic are expert consultants in effectively delivering the communications customer journey.
Social Media is a critical part of any modern communication strategy. Almost every organisation uses social media for marketing purposes.
But social media isn’t just a marketing opportunity – it’s a critical communication path between you and your customers. StableLogic encourage organisations to think about social media as just as important communication channel the telephone or email.
StableLogic are not a marketing consultancy, although we do have marketing skills. We advise clients on creating effective customer experiences, this typically includes using social media.
Apps are a critical part of many organisations customer communication strategy. An app can just be a marketing tool or it can be an integral and effective part of a customer communication strategy.
Unlike the start of a simple telephone call, an app can know a lot about the customer – their location, personal details, preferences and past sales history. With this level of detail, an effective application can transform the customer experience – and customer satisfaction.
Businesses has often wished they could anticipate their customers’ needs before they do. Other companies have wanted to proactively support their customers. With an effective app strategy, it is possible to meet these objectives and have a dramatic impact on business performance.
Customer Experience Consultants – StableLogic DataSheet
Customer Experience Consultants – StableLogic White Paper
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