Last Edited:
Jul 10, 2023
Introduction
The customer experience (CX) is one of the most important things for companies that care about connecting with their clients and building quality relationships with them. CX is about how the customer feels while going through the different processes involved with the operation that is doing. It could be a purchase, receiving support, asking for a refund, or every other process that involves an interaction between the company that provides value and the customer. In this article, I will focus on mobile solutions' power to embrace customer experience.
Mobile Phone: An Extension Of The Human Being
It's a fact that today, almost every human being owns a mobile phone. Aside if our relationship with the phone is good or bad, healthy or unhealthy, it's a reality that it has an important place in our life, it has become an extension of our body, and it contains a big part of our lives in it, we put a lot of our personal information in these devices, contacts, photos, videos, music, our social media accounts, our credit cards, and more.
Today, mobile phones are super powerful computers that can run multiple applications at the same time, generate 3D graphics, reproduce and record videos, take pictures, reproduce music, and equips a set of sensors that can provide much information about the person that carries the device like geolocation, gyroscope, NFC, and many others.
Mobile Customer Experience Done Right
The power of mobile phones is a massive potential for companies interested in streamlining processes involving the customer while taking care of them. An app gives the company a direct communication channel to the customer with access to many available data to tailor efficient and memorable experiences around the customer.
Attraction Parks: Disney World
Companies like Disney have improved the wait time and the length of lines for accessing the attractions in their parks by implementing Disney Genie and Disney Genie+, an app to manage the whole visitor experience inside the park and schedule the visit to any attraction. The app uses a scheduling system, math, the sensors of the visitor's phones to predict how much time will take for the visitor's turn, and AI to process and give suggestions that enable the visitor to do better usage of the time inside the park and bringing more organization to the park. There are other things that the visitors can do with the app, such as see show times, follow directions on top of a map to get to the attraction they are looking for and receive suggestions to have the best experience possible while visiting the park.
Hotels: Iberostar
Iberostar, the 5 Star all-inclusive hotel chain, has developed a mobile application for their guests to make reservations for all of their restaurants, get directions for different attractions inside their massive installations, see the calendar of activities, provide mini games for kids, and receive 24-hour support from the concierges in a real-time chat. This application provides Iberostar guests with autonomy inside their installations, and it reduces the number of people asking questions at the reception or concierge desks, making more efficient usage of time for customers and employees.
Food Chains: McDonald's
McDonald's implemented many solutions for their customers in their mobile application, from games with Augmented Reality experiences for the kids in the Happy Meal, discounts and benefits, their kiosk machines to place orders, and the most recent that had a significant impact in different parts of the world, the new feature that allows people to place their order from the phone and specify if they want the order for the Drive Thru or a table. All of these solutions focus on building a better relationship with their customer at the same time that they become more efficient in their processes by reducing lines, keeping their most loyal customers updated with their news, and entertaining the kids with innovative ways.
Other Industries
There are plenty of other examples. Airlines have streaming services in their planes, where the clients can play games, listen to podcasts, listen to music, and watch movies, helping their clients to have a more pleasant flight, reducing stress, and making it easier for the plane crew to manage the people during a trip. Another example is that Stadiums and Theaters are moving from physical to digital tickets, providing a better experience during the entrance for the event attendees and streamlining the security processes.
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A Happy customer will become a promoter of your brand by telling their family and friends about his fantastic experience. Mouth-to-mouth recommendation is the best marketing you can get!
Here are five statistics about CX in 2023:
There's an 80% increase in revenue for companies that focus on CX. (Zippia)
Customer-centric brands report profits that are 60% higher than those that fail to focus on CX. (CX Index)
80% of leaders plan to increase customer service budgets over the next year. (Zendesk CX Trends Report 2023)
90% of businesses, regardless of the vertical they are operating in, have stated that they have made CX their primary focus. (CX Index)
41% of customer-obsessed companies achieved at least 10% revenue growth in their last fiscal year, compared to 10% of less mature companies. (Forrester)
Check out more CX statistics (Source: Zendesk)
Conclusion
Customer Experience is one of the most important things a company must focus on to become successful. By investing in CX, companies can improve customer happiness, leading to positive word-of-mouth recommendations and increased brand loyalty, which translates into a considerable increase in revenue.
Any company in any industry that sells services or products can improve its Customer Experience and digitize its processes.
Mobile phones are the best platform to tailor memorable digital or hybrid customer experiences. A hybrid approach between web and mobile technology is the best approach to automate or digitize processes for employees that need to assist or perform actions with and for the customer within that experience.
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