Clues for What Customers Want Next

by Jeannie Walters

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A few days ago, Cisco released a report about what healthcare providers and consumers want in healthcare. One of the findings that stood out to me was the idea that virtual doctor visits are perfectly acceptable to many of us.

The study found that while consumers still depend heavily on in person medical treatments, given a choice between virtual access to care and human contact, three quarters of consumers find access to care more important than physical human contact with their care provider  and are comfortable with the use of technology for the clinician interaction.

As healthcare costs rise, access is declining, and our own busy lives often make seeing a doctor in person a huge inconvenience. Basically, we’re saying we want to see a doctor to help us when we need one. We can do that via Skype and get the same prescription we’d get from a visit to the office. Bring it on!Doctor visits via webcam: healthcare customer experience innovation

I read this and thought – doesn’t this apply to most customers? We are living more frenzied and complicated lives than ever before. While technology gives us access, it also keeps us tethered to jobs and obligations like never before. Convenience continues to be a top-ranking driver for customer behavior and loyalty. Healthcare is no different.

It’s a clue! 

How does this finding apply to you, if you’re not a healthcare provider? The motivation is still the same. Help your customers find your option and experience the most convenient. Help them stay educated and informed. Help them help themselves in ways that are faster and more efficient than their other choices.

I’ve often wondered why more local retailers don’t consider the idea of customers convenience more as a way to improve their customer experience. While I believe in the premise of shopping local, I sometimes fall into the “it’s easier to order from Amazon” camp. Local could be great, if they find ways to combine convenience and that warm fuzzy sense of buying from neighbors. I am happy to say I’ve spotted a few local gems whose customer experience innovations were really ways to provide additional convenience to customers.

  • A local toy store cleverly offered to wrap and hold holiday gifts in “Santa’s workshop” until Christmas Eve for parents. It’s a great example of innovating the experience of holiday toy shopping, in a very personal and unique way that Amazon cannot.
  • A local appliance retailer offers plenty for kids to enjoy at their store, so Mom & Dad can shop in peace. They created a store that is truly a destination. Not only that, but they are known for their expertise and service, making the entire experience well thought-out and convenient for their customers.

Whether it’s conferring with your doctor via Skype or knowing you literally have elves helping you out, those conveniences help us as people. We just want to get our stuff done, within the greater context of our lives. Customer experience innovation is all about looking for those examples of what’s working and what your customer really want next. I’d bank on convenience being a long-term strategy for innovation. Make things more convenient, efficient, and enjoyable for your customer and you’ll find ways to innovate everywhere.

What about your favorite examples of convenience for customers? I’d love to hear about them.

Photo credit: Christiana Care via Creative Commons license

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.

Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter.

Learn more here.

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