Many companies take the wrong approach when it comes to automation of various business processes within their customer engagement initiatives. They evaluate each customer interaction point and improve that point in an isolated fashion without understanding the most important thing: customer context. Unfortunately, technology limitations of yesterday prevented companies from truly understanding customer context. Accessing all relevant information, processing it in real-time, and applying it to a specific operational process is impossible to do using traditional approaches. But to be successful in automation and in human interactions, companies must know each customer and learn how to anticipate their needs, at any given moment. Google and Amazon do it well with advanced algorithms and technologies. Businesses are struggling to keep up, but isn’t there a “Google” in you?
CVS: How They Delighted Me
American businesses have a reputation for putting a lot of value on good customer service overall and are known for putting the customer first. It’s a great reputation to have. To a consumer, when a company anticipates your needs and recommends a product or a service that is completely on-target, it is delightful. Lately, I have been shopping at CVS, and my vitamin prescription needs to be refilled every month. It is quite a hassle to go through the refill process every time, but CVS automated this processes, making it easier to re-order. Though I may sometimes get a phone call reminder a bit too early in in the morning for my taste, it’s a great reminder, and the push of a button will refill my prescription. This type of automation works well for me.