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How to Meet Customer Expectations in the Digital Age

  • By: Jill Bridges
  • Date: December 27, 2017

Although meeting customer expectation has always been a crucial part of running a successful business, it is particularly important in the Digital Age. Thanks to the proliferation of technology, customers and businesses can stay in contact 24/7. While this is certainly convenient, it has led to customers raising their expectation for business interaction, and in turn, has made it more difficult for business to meet this expectation using older methods.


If you want to make sure your customers are satisfied with your service, there are a few policies you can adopt that should make sure every interaction is beneficial to all parties. Here are a few tips for meeting customer expectations in the Digital Age that you can use to develop stronger relationships with your clients.


Mobile Channels and Self-Service

In the Digital Age customers expect to be able to complete their business transactions without having to deal with a real person. If your business is relying on old technologies, then you may not be meeting your customer’s needs in this area.


A good idea for meeting customer expectations in the Digital Age is providing multiple mobile channels, including online chat and SMS text messaging. If possible, you should also have a mobile app that your customers can use at their convenience. Another idea is to institute a self-service option that will allow your customers to quickly and easily fulfill their needs.


Listen to Your Customers

A mistake that many businesses make in terms of meeting customer expectations is assuming that they already know what their customers want and need. However, this often leads to impersonal interactions and a high level of customer frustration when they’re required to repeat themselves.


Every interaction with your customers should be used to learn about their preferences so that you can create a customer history that can be used by your agents. Personalizing interactions with your customers is key in meeting customer expectations in the Digital Age and will ensure they are satisfied with your service.


Save Time, Provide Information

One of the biggest reasons that customers become dissatisfied with the service they are receiving is the feeling that their time is being wasted. For example, if a customer is buying an item online and has a question, they are likely to abandon their purchase if they don’t receive a quick answer to their query. This means that it’s critical in the Digital Age to value the time of your customers. Making it easy and quick for customers to contact you, and shortening their transaction times, will improve their loyalty to your business.


You should also make sure you’re providing your customers with necessary information. Keeping your customers well-informed will make them feel valued and more likely to recommend your business to their friends and family.


Meeting customer expectations in the Digital Age can be difficult if you don’t have the right strategy in place, which is why it’s a good idea to consult with the professionals at U.S. Computer Connection. Our focus is on being your one stop I.T. resource, and we would be glad to help you develop a strategy that should allow you to better fulfill the expectations of your customers.

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