Chris Goossens: Technology Facilitates Tailored Customer Service, Personalizing Experiences for Each Individual
"Make a customer, keep it, and grow your business."
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Companies today can provide amazing customer service without spending tons of money. According to Chris Goossens, SVP of Customer Experience at FedEx Europe, recent technology innovations have made this possible.
In the past, businesses thought it was too expensive to treat every customer like an individual. Personalized service for each person didn't scale. But thanks to new tech tools, the dream of personalized service is back!
Goossens says the goal of any business should be: "Make a customer, keep it, and grow your business." Don't just get new customers - keep them happy so they stay and buy more.
Doing this for every single customer used to cost too much. But not anymore! Goossens explains that innovations in technology and data analysis have changed the game.
Specifically, cloud computing and access to real-time customer data helps a lot. With cloud tech, companies can store and access info cheaply online. And customer data shows them what each person wants.
Armed with these two things, businesses can tailor their approach to each customer. They can provide personalized attention affordably on a large scale.
In the past, cloud tech and big data didn't exist, so cheap, customized service for all wasn't possible. But as Goossens says, it's realistic today.
The advances in tech and data have brought personalized service back. Now companies can "deliver great service cost-effectively" to every customer.
Modern innovations let businesses treat each customer like an individual. Personalized attention used to be too expensive earlier. But with the right tech tools, companies can now customize without spending a fortune.
The key to success lies in leveraging technology and data to transform the customer experience. By embracing innovation, organizations can overcome the perceived cost barriers and unlock new opportunities for growth. With the ability to serve customers as individuals and deliver exceptional service cost-effectively, businesses can thrive in today's competitive landscape. The future of customer experience is here, and it is driven by technology and big data.
