The Newsroom

Article

April 7, 2021

Client convenience and loyalty

We live in a world of instant access, instant satisfaction, instant communication, and instant gratification – which is why it should be no surprise that today’s consumers expect instantaneous engagement from the brands and the businesses they associate with.

For clients to maintain loyal, businesses must adopt a client experience that achieves convenience. In order to live up to instantaneous expectations, consistent dedication to the client, their experience, and a heavy emphasis on customer convenience are required when establishing and nurturing loyalty.

For any small business owner, CEO, or customer experience leader, knowing the right strategies and staying away from the common missteps can make all the difference.

Being Responsive is Key

Customer convenience and loyalty, in most instances, are dependent on each other. Generating customer loyalty is all about offering a convenient experience that provides clients with the needs and services they are looking for from your business. Consumers today are highly connected, and they forge an emotional connection with the brands they choose to do business with. This means that optimizing your customer experience and customer journey is key to ensure your client base does not leave for your competitors.

It begins with meeting your clients where they are, not the other way around. The biggest mistake  that a business owner can make is trying to delight their target audience and persuade them to do business with their brand, as opposed to another.

Instead, be responsive. Take a look at the market, get to know the pain points, and provide a direct solution to your target audience’s needs. How? By putting an increased emphasis on convenience.

Digital Technology Drives The Consumer Experience

Business owners today simply cannot expect to generate engagement, build a following, and create loyalty without undergoing digital transformation. Consumers remain ever-connected and ever-dedicated to mobile technology, and that idea shows itself in a number of different ways. Think about it this way – even taxi services have embraced the digital age.

Look at a company like Uber – they were able to help propel the ride-share movement into a multi-billion dollar industry simply by improving the ordinary taxi experience through the use of digital technology. Users can download the app, scan their location, and instantly hire a driver to come pick them up in minutes. They can even pay directly through the app, add a tip, and enjoy the rest of their day all in a single, easy to use mobile application. Similarly, drivers have their compensation deposited right into an account without having to ask for payment or hang onto cash.

This convenient experience is what makes customers keep coming back – this convenient experience fosters loyalty. At the end of the day, it’s no different than an average taxi ride, but added convenience is what helps to generate loyalty to that brand – and Uber has an immensely loyal user base.

Adopt a Strategic Digital Solution

The most optimal strategy for fostering reliable customer loyalty is to offer clients a complete and comprehensive digital experience. Consumers demand convenience because their entire digital and mobile experience is based around instant access. When a brand doesn’t offer that, or deviates from that path – even slightly – they’ll pass on it and move to the next brand that does offer them the service of convenience.

The best way for businesses to meet consumers where they are is to pivot their attention to the digital realm. Embrace digital and determine a solution to offer the level of convenience that consumers demand in all aspects of their mobile-driven lives.

About Moxo
Modernize your client interaction workflows with Moxo. Today’s client engagement activities are stuck in the chaos of fragmented silos — requiring significant manual intervention. Moxo provides a OneStop Client Hub for managing client interactions through modern digital automation. Streamline deadline-driven client interactions, including account onboarding, account servicing, exception handling. Our team has a rich history of pioneering in the engagement space: Moxo’s co-founder and CEO, Subrah Iyar, was the co-founder and CEO of Webex, and Moxo’s co-founder and CTO, Stanley Huang, held senior engineering management positions at Cisco Systems and WebEx.