Over the past decade, ground breaking changes have revolutionised the way services are designed, delivered and experienced. Technology has paved the way for service interactions to be performed on digital platforms (web, mobile, etc.), fundamentally resetting customers' expectations forever.
New digital services have enabled manufacturers to manage basic customer interactions like remote monitoring services, knowledge management portals, and on-line parts ordering.
These digital touchpoints can offer customers more efficient alternatives to phone interactions. While manufacturers must invest upfront to develop these touchpoints, the long-term savings in service delivery costs are substantial.
Digitising these touch points create win-win situations. The key question, however, is whether customers perceive this as genuine value. How can manufacturers ensure that digitisation enhances rather than diminishes the personal touch?
How have customer’s expectations shifted and changed?
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