Course Project - Strategic Goal Controlling
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TECHNOLOGYINCUSTOMERSATISFACTIONASASTRATEGICMANAGEMENT1.pptxTECHNOLOGY IN CUSTOMER SATISFACTION
AS A STRATEGIC MANAGEMENT GOAL
Introduction
Customer experiences have greatly changed over years due to change in the new technology making them shift from traditional means to new methods as technology dictates (Agnihotri et. Al, 2016).
Waiting for long and giving slow responses are never accepted anymore as customers want immediate responses.
The management in the business have to change their way of handling customers to be reliable in such a way that customers will share the great experience in service they received.
This will in turn bring more customers to the company.
To achieve this, use of new technology as follows.
Customer experiences have greatly changed over years due to change in the new technology making them shift from traditional means to new methods as technology dictates. Waiting for long and giving slow responses are never accepted anymore as customers want immediate responses. To achieve this, technology is the only remaining option. The management in the business have to change their way of handling customers to be reliable in such a way that customers will share the great experience in service they received. This will in turn bring more customers to the company.
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Website live chatting.
Unlike an automated mobile phone systems, website live chatting gives customers a quick response and faster solutions.
It helps build trust with the customers. Customers feel they are having someone on the other side who is willing to guide and help them (Badwan et.al, 2017).
This will avoid them from being thrown from menu to menu as in the case of automated calls which could make them feel disregarded.
Live chatting help prospective customers feel alike as their questions get answered.
Weakness
However, in as much as it is good, it has setbacks such as requires a large number of employees who shall always stay online to give customer service.
Unlike an automated mobile phone systems, website live chatting gives customers a quick response and faster solutions. It helps build trust with the customers. Customers feel they are having someone on the other side who is willing to guide and help them. This will avoid them from being thrown from menu to menu as in the case of automated calls which could make them feel disregarded. Live chatting help prospective customers feel alike as their questions get answered. However, in as much as it is good, it has setbacks such as requires a large number of employees who shall always stay online to give customer service.
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Mobile payment
Develop a system where customers pay through their mobile phones at the comfort of their homes.
They can also order goods online and pay on delivery so as to boost confidence in customers such as use of Apple pay (Kaura et.al, 2015).
Ensure you develop many forms of payments which are feasible for your business as this make it easier and faster.
This also increases shopping experience and increases profits by making the activities very easy.
Weakness
However, some customers may doubt the system if its their first time shopping.
Develop a system where customers pay through their mobile phones at the comfort of their homes. They can also order goods online and pay on delivery so as to boost confidence in customers such as use of Apple pay. Ensure you develop many forms of payments which are feasible for your business as this make it easier and faster. This also increases shopping experience and increases profits by making the activities very easy. However, some customers may doubt the system if its their first time shopping.
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Importance of implementation
It allows customers feel more empowered and regarded by the company.
It provides them a platform that allow customers to be heard and speak directly.
Allow customer interaction with the company as human experience is replaced (Mithas et.al, 2016) .
Allows the customers to receive goods and pay later or pay in installments.
It provides access which simplifies customers engagement through a mobile application.
It allows customers feel more empowered and regarded by the company. It provides them a platform that allow customers to be heard and speak directly. Allow customer interaction with the company as human experience is replaced. Allows the customers to receive goods and pay later or pay in installments. It provides access which simplifies customers engagement through a mobile application.
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References
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180.
Badwan, J. J., Al Shobaki, M. J., Naser, S. S. A., & Amuna, Y. M. A. (2017). Adopting technology for customer relationship management in higher educational institutions. International Journal of Engineering and Information Systems (IJEAIS), 1(1), 20-28.
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Mithas, S., Krishnan, M. S., & Fornell, C. (2016). Research note—Information technology, customer satisfaction, and profit: Theory and evidence. Information Systems Research, 27(1), 166-181.
Wang, Y., So, K. K. F., & Sparks, B. A. (2017). Technology readiness and customer satisfaction with travel technologies: A cross-country investigation. Journal of Travel Research, 56(5), 563-577.
