“The adoption and maintenance of any new technology will inevitably face certain challenges and resource investment, but only by choosing the correct development path can enterprises reduce risks and achieve cost reduction and efficiency increase in the long-term development process. If your software development and deployment solutions are not customer-centric, you cannot properly deliver a customer experience that meets your audience’s needs.
What is customer experience
“The customer is always right” is a phrase designed to keep the customer at the heart of the business. Mr. Philip Kotler wrote in “New Theory of Marketing”: “In a world where products are overflowing and customers are lacking, customer-centricity is the key to success.” In this rapidly changing era, companies must focus on customers Putting it front and center in your business strategy leads to increased customer loyalty and business growth.
Siemens Low Code believes that customer experience is the “consideration” that customers feel about an enterprise, and it is also the key to a long-term enterprise. Since the birth of the phrase “the customer is always right”, customer groups have focused on more than smooth, modern, and easy-to-use user interfaces, but on touchpoints and interactions across the entire customer journey. . Especially at the moment when the epidemic is sweeping the world and has impacted all walks of life, excellent and attractive customer experience is “essential”, and the trend of enterprises in various industries to strengthen the ability to improve customer experience has begun to emerge. Businesses not only create opportunities to further consolidate customers, enhance interactions, and expand advocacy, but also improve the way they interact with customers and create more potential revenue channels or reduce costs. The customer experience advocated by Siemens Low Code is based on customer insight to carefully design the core touch points of the customer journey to achieve final customer satisfaction.
Risk and benefit coexist
How to carry out deeper optimization within the existing business framework is a problem that all enterprises should think about. The pain points and touch points of customers need to be solved and perceived by enterprises. If pain points are “fruits to be picked”, then touchpoints can be seen as “treasures to be discovered”. Solving customer pain points is a process of eliminating real problems, and it is also a process for companies to show their self-worth; while for potential touch points, companies need to perceive and think actively, which is a process to bring more value to customers.
Adding more digital touchpoints means more post-maintenance. The results of Siemens’ low-code interviews with IT professionals also show the attitude of enterprises: only 14% of the respondents will spend more than 70% of their budget on solving problems. The innovation of the program, the rest will focus the budget on maintenance. Innovative customer experiences not only require additional resources, they also come with risks. In this survey, 64% of respondents believe that the new programming languages and frameworks required to create or improve these digital touchpoints may create higher security risks.
The right development method is the key to open the door of the customer’s heart
The adoption and maintenance of any new technology will inevitably face certain challenges and resource investment, but only by choosing the correct development path can enterprises reduce risks and achieve cost reduction and efficiency increase in the long-term development process. If your software development and deployment solutions are not customer-centric, you cannot properly deliver a customer experience that meets your audience’s needs. Getting the hang of customer feedback collection and application performance management and monitoring tools is the way to truly understand your customers. In addition, according to the needs of customers for continuous improvement and iteration, you need to choose the right software development method to ensure that the software can iterate smoothly and run reliably at all times. In the Siemens low-code report “Customer Experience First in the Digital Economy Era”, 85% of the respondents said that providing high-quality customer experience (CX) is an important goal of the enterprise, and up to 80% of the respondents said that Low-code is an efficient way to redesign the customer experience and can do more with less.
This article provides the following four principles as a reference for companies to implement a long-term “customer first” strategy:
• People: Not only do you need to give the people who build the software the right tools, but you also need to give them the right information. This information comes from people who use the software, people who have customization needs for the software, and customers and employees who are using the software.
• Process: You need to establish the right software building process, feedback collection process, and software iteration process; with the right customer feedback collection process, you can better analyze data and iterate on the software to respond quickly to customer needs.
• Product Portfolio: Based on the data collected, businesses can quickly determine which initiatives need to be prioritized. For example, which digital touchpoints can be added to the customer journey, how to invest in them, whether they can connect with existing systems to provide a seamless experience for customers, and so on.
• Platform: Choosing the right development platform is the key to creating a “customer first” IT strategy. You need a platform that can help you accelerate application development, integrate easily with third-party tools, connect with other technology stacks, and offer multiple ways to deploy.
Strategize and win thousands of miles
Through the above four principles and a close focus on customers, businesses can build experiences that attract, retain, and delight their customers. In addition, before implementing a “customer first” strategy, businesses need to consider various factors in the customer experience they are currently delivering, as listed below:
• How customers interact with the business;
• The applications and processes currently used by the company’s employees;
• Customer onboarding process, transaction process, service process, approval process, billing system, service application and schedule, etc.;
• Existing touchpoints in the customer journey;
• Whether various scenarios of interaction with customers have been covered;
• Whether it can provide all-day customer service, web and mobile applications, chat windows and other services;
• The development tools currently used by the enterprise;
If you want to do good work, you must first sharpen your tools
This paper enumerates the problems that may be faced in actual work around the enterprise factors that affect customer experience, and proposes “four principles” for these problems. Before embarking on a long-term “customer-first” strategy, it is crucial to prepare well in advance. Only after the key issues have been identified, can companies determine how to achieve this ambitious goal. Providing a satisfactory customer experience is not easy, but when you choose the right development method and instill a customer-first mentality, you will have a deeper understanding of your customers, and your understanding will feed back into providing your customers with an experience that exceeds their expectations. Thereby increasing customer retention rate and ultimately promoting the business growth of the enterprise. To learn how Siemens’ low-code platform can help companies achieve great customer experiences, please click to download the e-book “How to Deliver Amazing Customer Experiences”.
The Links: PM50CLS120 LM213XB