Experts have predicted that by the year 2020, service or customer
experience will overtake price and product as the key differentiator for
businesses. In other words, the 2020 customer will literally be extremely demanding
perhaps even overbearing. They will be in charge of the experiences they
receive and expect personalised service irrespective of the number of customers
a service provider has to attend to. It goes even further- customers then will
no longer expect that their needs be met, they will demand that their needs be
anticipated.
experience will overtake price and product as the key differentiator for
businesses. In other words, the 2020 customer will literally be extremely demanding
perhaps even overbearing. They will be in charge of the experiences they
receive and expect personalised service irrespective of the number of customers
a service provider has to attend to. It goes even further- customers then will
no longer expect that their needs be met, they will demand that their needs be
anticipated.
Well, that is the future so let us attend to the
present. I personally think that “Service” is one of the most touted terms. If
this sounds hyperbolic then glance around and think of some mission statements,
tag lines or catch phrases frequently thrown around by brands – how many times
did “service” feature? If everyone is saying it, does this mean that
every organisation understands the importance of providing good service or
could there possibly be an unwritten code which mandates its inclusion in every
corporate positioning message? If you are like me, you are possibly wondering
if proclaiming customer service has suddenly become a fad without a
genuineness to know the customer and treat him or her as an individual rather
than a data set.
present. I personally think that “Service” is one of the most touted terms. If
this sounds hyperbolic then glance around and think of some mission statements,
tag lines or catch phrases frequently thrown around by brands – how many times
did “service” feature? If everyone is saying it, does this mean that
every organisation understands the importance of providing good service or
could there possibly be an unwritten code which mandates its inclusion in every
corporate positioning message? If you are like me, you are possibly wondering
if proclaiming customer service has suddenly become a fad without a
genuineness to know the customer and treat him or her as an individual rather
than a data set.
So how well do our service providers actually know us
or how much of us do they know?
or how much of us do they know?
In the past couple of months, I have been receiving a
text message from my GSM operator telling me that I can browse for just
N100 a day. It reads something like “who says you too can’t use the internet?”
The message seemed like some huge joke and I suspect that LOL was erroneously
deleted from it while being transmitted. So I wonder; how come I am being sold
a N100 daily internet subscription? I am a post paid customer, my subscription is
valid anytime I receive the message, the line is official (paid by my global,
award winning Employer) and I am on a non-stop monthly plan. Perhaps if someone
kept records they should have known that N100 per day internet plan cannot be
this customer’s headache, especially when my subscription is on auto-renew.
text message from my GSM operator telling me that I can browse for just
N100 a day. It reads something like “who says you too can’t use the internet?”
The message seemed like some huge joke and I suspect that LOL was erroneously
deleted from it while being transmitted. So I wonder; how come I am being sold
a N100 daily internet subscription? I am a post paid customer, my subscription is
valid anytime I receive the message, the line is official (paid by my global,
award winning Employer) and I am on a non-stop monthly plan. Perhaps if someone
kept records they should have known that N100 per day internet plan cannot be
this customer’s headache, especially when my subscription is on auto-renew.
I know what the problem is; it is the same problem
that made me receive a Happy Father’s Day message when I clearly filled “F” for
gender, from another provider. This same problem made me get an email on
loyalty for a product I never purchased. And it is the same problem that got me
a Happy Birthday greeting five months to my birthday. So I sort of figure out
that I am just another CUSTOMER and nobody really cares whether I am male,
female or hermaphrodite, as long as business is ‘’moving”. However, businesses
that must stand the test of time know that their success will depend on how
well they know their customers. Knowing the customer means understanding the
seemingly insignificant details about them. Imagine if you shopped new born
baby milk from a certain store consistently and after one year you got an email
from that store about the best toddler milk types. Would not that make you
think that the store has been following your journey and has anticipated your
needs, even before those needs became apparent to you? How would that make you
feel – special, thought about, cared for?
that made me receive a Happy Father’s Day message when I clearly filled “F” for
gender, from another provider. This same problem made me get an email on
loyalty for a product I never purchased. And it is the same problem that got me
a Happy Birthday greeting five months to my birthday. So I sort of figure out
that I am just another CUSTOMER and nobody really cares whether I am male,
female or hermaphrodite, as long as business is ‘’moving”. However, businesses
that must stand the test of time know that their success will depend on how
well they know their customers. Knowing the customer means understanding the
seemingly insignificant details about them. Imagine if you shopped new born
baby milk from a certain store consistently and after one year you got an email
from that store about the best toddler milk types. Would not that make you
think that the store has been following your journey and has anticipated your
needs, even before those needs became apparent to you? How would that make you
feel – special, thought about, cared for?
Organisations must leverage data and analytics to
provide individualised service.
It is about one customer at a time, not a group or a data set. They must also
be willing to invest in the technologies that will make this possible. The
focus should be customer intimacy and the time to devise effective customer
service strategies is now, not later. It is no longer about selling products or
services, but selling positive, memorable experiences.
provide individualised service.
It is about one customer at a time, not a group or a data set. They must also
be willing to invest in the technologies that will make this possible. The
focus should be customer intimacy and the time to devise effective customer
service strategies is now, not later. It is no longer about selling products or
services, but selling positive, memorable experiences.
But
there is GOOD NEWS!
there is GOOD NEWS!
At UBA, we are not just mouthing it, we understand
this fully well and even though we are not perfect yet, we are continuously
evolving strategies and devising methods to provide individualised service to
every one of our customers, regardless of how many millions we have across the
continent. We will devote our attention to each customer as if we had just one
customer to serve. Our new Personal Banking strategy underpins our commitment
to this goal. This segmentation approach revolves around the principle of
bespoke service which focuses on individual desires and needs of every
customer. So while some people are waiting till year 2020, we can say that we
already living in that future.
this fully well and even though we are not perfect yet, we are continuously
evolving strategies and devising methods to provide individualised service to
every one of our customers, regardless of how many millions we have across the
continent. We will devote our attention to each customer as if we had just one
customer to serve. Our new Personal Banking strategy underpins our commitment
to this goal. This segmentation approach revolves around the principle of
bespoke service which focuses on individual desires and needs of every
customer. So while some people are waiting till year 2020, we can say that we
already living in that future.
By Kemi Fashina
Great blog post. Thanks for sharing!
Really informative article.Really looking forward to read more. Really Cool.
เว็บไซต์คาสิโนออนไลน์ที่ได้คุณภาพอับดับ 1 ของประเทศ
เป็นเว็บไซต์การพนันออนไลน์ที่มีคนมา Gclub Royal1688
และยังมีหวยให้คุณได้เล่น สมัครหวยออนไลน์ ได้เลย
สมัครสล็อตออนไลน์ได้ที่นี่ >>> Golden slot
ร่วมลงทุนสมัครเอเย่น Gclubกับทีมงานของเราได้เลย
Im grateful for the blog post.Really thank you!
โปรโมชั่นGclub ของทางทีมงานตอนนี้แจกฟรีโบนัส 50%
เพียงแค่คุณสมัคร Gclub กับทางทีมงานของเราเพียงเท่านั้น
ร่วมมาเป็นส่วนหนึ่งกับเว็บไซต์คาสิโนออนไลน์ของเราได้เลยค่ะ
สมัครสล็อตออนไลน์ >>> goldenslot
สนใจร่วมลงทุนกับเรา สมัครเอเย่น Gclub คลิ๊กได้เลย
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PLEASE READ!!Hello Guys!!! I am Caro I live in Ohio USA I’m 32 Years old, am so happy I got my blank ATM card from Adriano. My blank ATM card can withdraw $4,000 daily. I got it from Him last week and now I have withdrawn about $10,000 for free. The blank ATM withdraws money from any ATM machines and there is no name on it because it is blank just your PIN will be on it, it is not traceable and now I have money for business, shopping and enough money for me and my family to live on.I am really glad and happy i met Adriano because I met Five persons before him and they could not help me. But am happy now Adriano sent the card through DHL and I got it in two days. Get your own card from him right now, he is giving it out for small fee to help people even if it is illegal but it helps a lot and no one ever gets caught or traced. I’m happy and grateful to Adriano because he changed my story all of a sudden. The card works in all countries that is the good news Adriano's email address is adrianohackers01@gmail.com
PLEASE READ!!Hello Guys!!! I am Caro I live in Ohio USA I’m 32 Years old, am so happy I got my blank ATM card from Adriano. My blank ATM card can withdraw $4,000 daily. I got it from Him last week and now I have withdrawn about $10,000 for free. The blank ATM withdraws money from any ATM machines and there is no name on it because it is blank just your PIN will be on it, it is not traceable and now I have money for business, shopping and enough money for me and my family to live on.I am really glad and happy i met Adriano because I met Five persons before him and they could not help me. But am happy now Adriano sent the card through DHL and I got it in two days. Get your own card from him right now, he is giving it out for small fee to help people even if it is illegal but it helps a lot and no one ever gets caught or traced. I’m happy and grateful to Adriano because he changed my story all of a sudden. The card works in all countries that is the good news Adriano's email address is adrianohackers01@gmail.com
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