Creating a Great Last Mile Journey for Your Empowered Customer
The Impact of The Connected Generation on Your Business
It’s no secret that we live in a social, mobile, real-time world where shared experiences are creating tremendous opportunities for businesses who understand the “connected generation” and empowered customers.
Here are just a few of relevant facts collected by DreamGrow, “Your Source of Content Marketing and Social Media Integration:”
- Facebook has 2.2 billion active users (That is 29% of the world’s population!)
- 95% of adults online follow their favorite brand on social networking sites
- 71% of consumers surveyed say they recommend products and services based on a positive experience
- There are 1 million mobile users added every day
- 50 million small businesses use Facebook Pages to connect with their customers
Clearly, mobile devices have created a new generation of super-empowered consumers. This new generation has tremendous buying power and they are:
They are information seekers by nature and have 24 x 7 access to social media sites where their online friends instantly share positive and negative experiences.
Today’s Empowered Customers Demand Transparency
When you are marketing to and providing services to your empowered customers, everything you say and do is subject to immediate verification. Negative reviews spread like wildfire and once posted are online forever. Building consumer trust with clear policies and providing outstanding customer service are mandatory. Those businesses that connect with the connected generation enjoy a significant competitive advantage over those who do not.
Empowered consumers want what’s best for them, regardless of the size of their purchase. They vote with their money and their ratings.
Mobile Devices Provide Instant Access to Peer Reviews
The new reality is that mobile devices give people instant access to information and insights from their peers that were not as readily available in the past. If consumers are becoming super-empowered, then brands and marketers must also become super-informed. Google Maps, OpenTable and other online companies encourage customers to share their opinions with others. Many even have formalized reward programs that may be redeemed for discounts and other perks.
Delight Your Customers with a Great Final Mile Journey
Business Guru Tom Peters says: “To win today, you have to delight and astound your customers with products and services that far exceed their expectations. One way to do this is to provide a great overall experience and and exceptional digital journey for your customers. Todays’ consumers expect services that are:
- Accurate, and
- On Time
To protect your brand, add customers and remain viable in today’s fast paced world, you must create a great last mile journey. Go beyond what they expect and find ways to delight them.
Location Based Services that Go the Extra Mile
This Business News Daily article highlights other companies who started leveraging “location-based services” over five years ago.
“Location-based services (LBS) use real-time geo-data from a mobile device or smartphone to provide information, entertainment or security. Some services allow consumers to “check in” at restaurants, coffee shops, stores, concerts, and other places or events. Often, businesses offer a reward — prizes, coupons or discounts — to people who check in. Google Maps, Foursquare, GetGlue, Yelp and Facebook Places are among the more popular services.”
Here are some additional examples of how companies are using location sharing and other technologies to delight their customers:
- GM enables drivers to automatically share their location with emergency responders
- GEICO and other insurance providers use a caller ID to quickly access policy information
- Verizon adds location context to everyday conversation through messaging
- Bosch keeps riders safe with hands-free location sharing from the road
Make Glympse Your “Go To” Last Mile Partner
At Glympse, we help Fortune 1000 companies improve their customer satisfaction by eliminating the friction and anxiety of product and service delivery experiences. As the pioneer of real-time temporary location sharing technology, our powerful platform informs customers with live “Uber-like” views of their last mile journey.