{"id":20803,"date":"2018-11-04T08:29:47","date_gmt":"2018-11-04T13:29:47","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=20803"},"modified":"2019-08-29T03:55:56","modified_gmt":"2019-08-29T07:55:56","slug":"how-make-customer-experience-convenient","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/how-make-customer-experience-convenient\/","title":{"rendered":"How to Make Your Customer Experience Convenient"},"content":{"rendered":"

Convenience has a significant influence on the outcome of your Customer Experience<\/a>. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that.<\/p>\n

I didn\u2019t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn\u2019t convenient.<\/p>\n

Amazon changed shopping for me. It is so convenient to go order something on the app when you think about it. Now, I enjoy shopping. This system is so much easier.\u00a0So, I use it\u2014and all the time, apparently. My wife Lorraine complains that every five minutes there is an Amazon delivery on the stoop.
\n<\/p>\n

Your Customers Like Their Version of Convenience, Too<\/strong><\/p>\n

Having a convenient experience is critical, and it is complicated, too. People have different ideas of what makes something convenient in a Customer Experience. Convenience is defined by your customer.<\/p>\n

Convenience is like branding in this way. With branding, your efforts in marketing reflect the brand you want to create.<\/p>\n

However, what you say the brand is isn\u2019t necessarily what the customers say it is. The perception of your brand is up to them. Your customers decide what they think of your brand, from the product itself to whether you met the brand promise.<\/p>\n

In other words, it isn\u2019t what you say your brand is that matters; it\u2019s what they say it is. Customer perception is your brand.<\/p>\n

When it comes to convenience, the same thing happens.\u00a0Your customers decide what is convenient. Some people may love calling the call center. To them, that is the convenient way (unless you make them wait 30 minutes on the phone). Others might like chatting online, so they define that as a convenience.<\/p>\n

You can\u2019t control what is convenient to every individual customer and whether you are meeting their expectations perfectly. However, there are six areas that every business can address in their experience to make it more convenient for all customers, no matter how they define it.<\/p>\n

We discussed these six areas for making your experience convenient with Shep Hyken, customer service and experience expert in our\u00a0recent podcast<\/u><\/a>. Hyken\u2019s latest book,\u00a0The Convenience Revolution<\/u><\/em><\/a>\u00a0covers these concepts in more detail.<\/p>\n

Hyken\u2019s Six Areas for Making Your Experience Convenient<\/strong><\/p>\n