Right now we are in the midst of a huge change in consumer and business behavior. Companies really need to get onboard and look at ways they can make a difference. These items represent just a few areas that need to be looked at
I have talked numerous times on focusing on a better experience for clients. This topic is way too relevant and I continue to work at creating a better experience. Whether it be online, in person, client service staff, physical buildings, improved processes and client perception. The “Experience” needs to be a welcoming experience for everyone to buy-in at many different levels.
Today, with technology and a few startup dollars, it is easy for a few people to completely change the way an industry operates. Look no further than Amazon, Uber or Airbnb. Companies are trying to change their positions through acquisition of technology companies. (Google buying YouTube, Facebook buying Instagram)
What does great service look like? How can the process be simple and easy for people to come and participate?
What do all of these things mean with respect to the buyer’s journey?
The buyer’s journey is becoming a quick-decision process. Consumers are on their mobile devices and want good, solid information at their disposal when they need it. Not only do they want information, they also want to initiate the transaction process.
This last item, “transaction process” is what I am working on. I am currently working on ways to accomplish this task. It isn’t about leading a person on a journey across a website. It is about giving people the information they need to initiate a transaction or have a discussion about. Consumers, today want to buy products and services. Companies need to recognize that clients value not only their money, but also their time. If we, as company executives can bring a time-savings value along with service and appropriate pricing, we will quickly see results.
The buyers journey is going from a circular track of collecting knowledge to a straight-line sprint. In a 5K race, the runners may quickly grab a cup of water on the race path, but they are typically not leaving the road to find an alternative route. Consumers are acting in a similar manner. Consumers know what product or service they want and they want people to be there when they have a few quick questions. Their objective is to make that transaction with the best information possible.
Are you working from a buyer’s journey model or are you getting your company ready for the buyer’s sprint?
There is a difference!
Picture Source: Pixabay