Every customer hits a roadblock on their journey at some point, forcing them to make a quick decision. It’s how businesses react to these disruptions that separates the winners and losers.
For example, an airline may cancel a flight without allowing much time for a customer to find another option, leaving them stranded for an extra night or needing to shell out an unexpected couple hundred dollars (or equivalent) for a new flight.
Travel companies with the right tech in place would be able to anticipate this cancellation and set the customer up with a new flight well before the customer was aware there was a problem. But this scenario isn’t specific to travel — every industry can face similar challenges at any moment. And while having the right information at your fingertips is important, how long it takes to act on that information is equally crucial.
Good Timing Is Invisible. Bad Timing Sticks Out By a Mile
Customers often need information immediately because its value is directly tied to that moment in time — mere seconds could mean the difference between the customer catching that other flight or being stranded. In customer relationship management (CRM), customer advocates rely on real-time data to make decisions, reducing time to increase overall customer satisfaction.
Source – https://www.cmswire.com/