As the calendar year flips to 2013, the business world can expect technology to continue to have a profound impact on its daily operations. Regardless of the industry, innovations with computers and mobile devices can have an effect on how customers connect with a company.
According to a recent Forbes contribution piece, it's crucial for organizations to take full advantage of as many mediums as possible. For example, using online customer services could be greatly beneficial, as more consumers are looking for internet accessible companies.
The news source discussed last week's 2013 Predictions episode of Coffee Break with Game-Changers, where SAP's Volker Hildebrand spoke. The company vice president explained that customizing treatment of individual consumers means more than knowing them very well and that businesses need to engage with them one-on-one. Specifically, Hildebrand sees smartphones and other devices being crucial for that relationship.
Carl Snyder, a senior industry principal with SAP, said that the new year will see more of a need for enhancing the customer experience. Companies need to ensure that demands are met and he added that more individuals are taking control of their own financial situation, which can also have an effect on how they interact with organizations.
"Banks are going to have to do much better at providing a consistent multi-channel experience to their customers across the board," Snyder said on Coffee Break with Game-Changers. "If I want to start something in the online channel and I want to finish it in the mobile channel, then you need to be able to allow me to do that."
With industry experts predicting the rise of mobile technology for customer service needs, businesses would be wise to ensure that they have strong website customer support in place. Additionally, adding text messaging services into their consumer communication systems can help connect to users.