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The customer is always right. Right? Wrong. A supplier-side perspective on ‘the intelligent customer’.
In May 2017, Audit Scotland set out a number of principles to follow for customers in pursuit of a successful digital future. One of the principles was simply to:
“Be an intelligent client.”
The target audience for the recommendations was the public sector in Scotland. But the recommendations apply much more broadly than that – in the private sector, and way beyond Scotland’s shores.
In 2012, Audit Scotland had set out the main attributes for being an “intelligent client”. These were:
But these attributes all feel very dry, functional and transactional. They speak nothing of the customer-supplier relationship, of the emotive connection – a meeting of minds, mutual trust and professional respect.
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At last week’s Inspire conference in Washington DC, Satya Nadella announced Microsoft 365.
But what is it, and is it more than just a repackaging of existing apps? Our infographic reveals all…
Ensuring your business has a frictionless digital experience for employees leads to engaged, productive staff – and, ultimately, happier customers.
Businesses spend a lot of time thinking about the customer experience – whether that’s delivering an excellent service in person, or creating fulfilling interactions with the business online. But what about the digital experience for employees?
If the day-to-day experience for your workforce is inconsistent with the quality of service they’re expected to deliver to customers, you’re creating a breeding ground for problems. By not providing a great digital experience for your staff, you create issues that bubble just below the surface, harming retention rates for good employees and eating away at your bottom line.
At a fundamental level, employees who feel there’s a discrepancy between their experience of your business and its outward message simply won’t be engaged with their work. At best, that view leads to a cheapening of the experience they deliver to your customers; at worst, it will lead to staff leaving for pastures new.
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Here you’ll find insight on CompanyNet’s work, what’s happening in enterprise software, and the future of the workplace. It’s written by a variety of CompanyNet staff. If you’d like to talk to us about anything you see here, just drop us a line.
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