Create a customer culture.
What customers can tell you
You’d be surprised what customers can tell you about your business processes. Often, it’s out there on social media, but there also are internal signs.
78%
An IBM study of enterprise-level companies found 78 percent of customers think brands don’t understand them.
69%
A 2020 survey about business process priorities believed focusing on reducing costs and improving productivity (69 percent) were morA 2020 survey about business process priorities believed focusing on reducing costs and improving productivity (69 percent) were more important than customer satisfaction (33 percent).
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$18 Billion
Seven in 10 ecommerce customers abandon shopping carts, resulting in about $18B in lost revenue annually, according to the Baymard Institute, which studies the online user experience.
It is reasonable to think some respondents believed improved internal productivity could enhance customer satisfaction. But if you can’t identify the obstacles your internal teams face, you risk not seeing the impact on customers, and ultimately your bottom line.
A recent report on business processes in U.S. companies of 1K-plus employees showed that slightly more than half believed their administrative processes were broken. Siloed departments was a popular general description. Issues cited include, HR onboarding, sales, document handling, contract channels, ecommerce, customer service and logistics. Virtually all areas of a business.
Whether some or all are broken, the consequences are widespread, affecting individuals, task or department teams, the company and ultimately customers.
In the Xerox State and Fate of Small and Medium Business report on 1,200 businesses in North America and the U.K., the majority said they were streamlining processes and moving toward more automation whenever possible. Seventy-five percent said they rely more on workflow technology than three years ago.
It comes down to creating efficiencies, keeping customers and understanding customer behavior.
With the right processes in place, your customers will tell you what they want and expect.
