Amid cost-cutting pressures, you may be exploring self-service approaches more aggressively.
Beyond addressing how to help customers be successful in a self-service environment, it's important to design the experience to legitimately enhance customer benefits.
Here are 26 potential benefits a self-service environment could provide. Your self-service approach might:
- Cost less
- Allow a customer to pay right away & save
- Feature a reward/loyalty program
- Minimize/eliminate the embarrassment of doing something wrong
- Allow customers to do things in secret/privacy
- Eliminate the need to deal with people & personalities
- Provide greater convenience
- Offer safety and security
- Permit pre-planning
- Be more fun
- Provide a great customer experience
- Allow immediate service, avoiding lines and saving time
- Seem new and innovative
- Provide something out of the norm
- Be more dependable
- Offer more service choices
- Allow greater control
- Allow a customer to choose a preferred personal service level
- Be set up exactly the way a customer wants it
- Be easier because it's always a consistent process
- Be simpler
- Provide 24/7 availability
- Be used while multitasking
- Offer more information
- Be more accurate (or allow a customer to double check the accuracy)
- Permit a customer to get everything done they need in one stop
See how you can deliver some of these benefits for customers as you make them do more. - Mike Brown
