Post provided by IWCO Direct.
We all know that technology continues to transform the ways companies serve consumers at a rapid pace. But have you thought about how these new conveniences are changing the mindset of B2B customers? One of the most noticeable changes is how access to real-time, detailed information in peoples’ personal lives is also becoming an expectation in their professional lives.
Shoes Shipped Fast; Pizza Personalized; Forget the Taxi
Maybe this change started with shoes. The Zappos mantra of exceptional service in the form of selection and delivery times moved the expectations bar higher. Then Friday night pizza delivery morphed from a phone call to a mouse click or screen swipe. Order pizza online at Domino’s and you can choose olives on the left or right and know who’s making it. Then the “Dominos Tracker” allows you to watch your pizza move through various stages of production with a notification when it’s left the store. It’s a similar situation when you want to avoid the hassle of hailing a cab. When you order car service through an app like Uber, you can see the fare and precisely how long until your car arrives. And like your pizza, all large shipping companies, including the Postal Service, provide the ability to track a package you shipped or a product you ordered along its delivery route to its final destination. These consumer experiences, and many more, are transforming how customers expect to be served in business settings.
Changing with the Changing Mindset
This nearly instant access to information has shifted the mindset of the B2B customer. They want – and need – a similar level of transparency on the status of complex projects and transactions, in as close to real-time as possible. At IWCO Direct we’ve noticed this changing mindset. We are streamlining our workflow processes with tools that add value and make it easy to do business with us. But we’re not stopping there. We’re transforming our customer experience model and production processes. By enhancing our digital workflow, we will give our customers more robust views into the status of their jobs, along with the tools they need to make their job easier.
All of this is being implemented with the understanding that every individual action collectively creates the customer experience. From accounting to the production floor, we all play a role. As you can imagine, this is quite the undertaking. We’re very excited about how it will transform the experience for our customers and more fully engage our employees. We plan to share updates on our progress and additional insights in the coming months, so please check back often.
You can read more posts like this on the IWCO Speaking Direct Blog.
Blog Author: Pat Deck
Executive Vice President of Customer Experience and graduate of The Citadel and the Naval Postgraduate School. Bringing the “work hard, play hard” philosophy to IWCO Direct for nearly five years. Commissioned Officer of the U.S. Navy, music and travel lover and Chicago Bears fan.