Archive for Dec, 2011

The answer: very important. According to one survey [1], a company’s use of the latest technology improved customer experience and satisfaction. Motorola Solutions, Inc. recently published a portion of their annual Holiday Shopping Survey and found that retail experience was better for both employees and customers when the employees used the latest technology.

Below is a small infographic with some of the facts from this survey:

Technology, customer satisfaction and the SaaS industry

The information above applies to retail stores, but there were similar findings with vWorkApp, a SaaS and job dispatch software.

Square Meals, a vWorkApp customer, found that her company had increased customer satisfaction when her company implemented vWorkApp’s job dispatch technology [2].

Square Meals, a meal delivery service in San Francisco, implemented vWorkApp’s dispatching technology to help her company deliver meals to San Francisco residents.

One of the benefits of using vWorkApp was the 99% improved efficiency in responding to Square Meals’ customers’ questions. For example, a customer would call Square Meals to ask for a location of an item, and Square Meals could report an exact location and approximate time of arrival. Square Meals customers were impressed by this and as a result viewed Square Meals as a highly professional business.

Click on the image above to read more about how vWorkApp’s technology helped Square Meals.

Make customer satisfaction one of your competitive advantages

One way to establish a competitive advantage is through customer satisfaction. For example, one reason that Apple is doing so well is because their customers are very satisfied with Apple products. Read an example of this here. Below is an image from the aforementioned article that displays peoples’ satisfaction with different personal computers. Apple ranks number one.

And customer satisfaction could lead to a lifetime of his or her business. The following information can be found in a Starbucks case study showing the value of a lifelong customer:

In conclusion

High customer satisfaction could lead to a lifetime of a customer’s business, as seen by the Starbucks case study. High customer satisfaction can help to make your business one of the best in the industry, such as Apple in the PC industry.

One way to increase customer satisfaction is through the adoption of the latest technology. Thus, technology is very important to your company’s success.

Sources:

[1] MarketWatch.com. “75 percent of Retail Associates Report Latest Mobile Technology Leads to Better Customer Experience, According to Motorola Solutions Survey.” marketwatch.com. MarketWatch. Web. 20 Dec. 2011. 21 Dec. 2011.

[2] vWorkApp. “vWorkApp and Square Meals case study.” vworkapp.com. vWorkApp. Web. 21 Dec. 2011.