The Competitive Edge Of Keeping Customers Informed

Reference: Found here

Rick Watkin is President ⁘ CEO of KUBRA , a leading provider of customer experience management solutions for utilities and other industries.

Somehow, knowing how long it's going to take to get from point A to point B and seeing slow areas identified reduces my anxiety when I'm in the car. It's not going to change how long I'm in my car, but the information it provides takes the questions about what's happening or how long I'll be stopped in a certain area out of the equation. It gives me a sense of control.

When it comes to companies and their customers, reducing customer anxiety could be a business's key differentiator. It's not just about a seamless experience and a good product or service; it's about anticipating what may trigger customer stress and delivering information that reduces or eliminates it.

Until recently, I associated going to the airport with anxiously waiting for a taxi to arrive. Once I called the taxi company, I would get an approximate arrival time—usually just a guess.

With ride apps like Lyft and Uber, I get an arrival time based on current traffic conditions, and I can also watch my driver's progress to my front door. I know exactly how much it will cost before I set foot in the car, so the days of sitting in traffic and watching the meter click up and up are gone. The result is that I rarely call a taxi anymore because I have grown used to having this type of information, and I like it.

Speaking of airports, I'm a big fan of airlines with a robust mobile app. Air travel has never been a picnic, but it's grown increasingly stressful. Having airlines deliver real-time flight status updates and notifications, including delays and gate changes, to my phone helps provide reassurance.

Moving away from travel to more everyday activities, thanks to digital wallets becoming ubiquitous, I no longer have to worry about leaving my wallet at home or missing a bill payment when I'm out of town. With multiple touchpoints, including transaction confirmation, payment notifications and balance updates, you're never left wondering if you can make that next purchase or when a bill is due. This ensures you remain stress-free and financially organized, even on the go.