Preparing For The Connected Customer

The Rise of the Connected Customer

It’s no secret that the level of digital connectivity has exploded. For your service customers, the pervasiveness of that connectivity is accelerating and heightening expectations when it comes to service quality.

This is the era of the connected customer – consumers who are used to having the entire Internet at their fingertips, who can instantly interact with friends and associates via text or social media, and who can quickly summon a ride, make restaurant reservations, or order a gift with a few clicks and swipes on their phones.

Connected customers present both challenges and opportunities for field service organizations. Their expectations have increased based on their experiences interacting with other types of service providers such as Amazon.com, Uber, FedEx, and Zipcar. These customers want more information, along with faster, better service, and more control over their experience.