The On-Demand Economy And The Age of the Customer

The On-Demand Economy And The Age of the Customer

We live in a world moving at the speed of technology, and customer service needs to keep pace.

Johnny Rosa Headshot

We have fully entered the age of the customer. 

High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce, and the explosion of social media have completely transformed people’s’ perceptions and behaviors toward business and service interactions. Many customers view customer experience (CX) as an equal, if not greater, influence on their loyalty to brands as the products being sold. Companies must constantly adapt the way they interact with their customers, to meet the evolving customer expectations or face being left behind by changes created by the continually advancing technologies that define our society.

Analysts, customers, end users, partners, colleagues — all know the ways modern technology has changed our expectations around service and CX.

The On-Demand Economy And The Age of the Customer

Thanks to the advent of Upwork, Uber, Amazon Prime, and other similar companies, when businesses and consumers want a new project to be completed or a new service delivered, they expect results here and now. Coupled with the high penetration of mobile phones, customer experience must adapt to the pace of this emerging on-demand economy.

“Companies must meet evolving customer expectations or face being left behind by changes created through the continually advancing technologies that define our society.”

A Modern World

Our technologically obsessed culture has developed a need for speed that has quickly embedded itself across industries. The on-demand economy has ridden a wave of improvements in cellphone networks, mobile phone technology, and digital payments to a new precedent in customer experience.

Netflix doesn’t mail many DVDs anymore because mailing movies takes too long. The iconic red envelopes that used to be the backbone of the company have become a forgotten side offering of the streaming-focused media giant. Even a desire to own high-quality goods has diminished thanks to the allure of the on-demand economy. Companies like Turo and Rent the Runway let users rent luxury goods instead of spending the time and resources to save and purchase them.

The On-Demand Economy And The Age of the Customer

We used to order new products online and be satisfied waiting 2-3 weeks for free delivery. With the adoption of Amazon Prime, we wonder what’s taking so long after 2 days. We stream millions of songs to our phones instantly and binge-watch entire seasons of television in a few days. When our on-demand society wants something, we want it now.

“We expect everything we do to be faster and more convenient than ever before. It’s time for the customer service industry to catch up to the on-demand economy’s timetable.”

The Need For Right Now

Apps like Lyft make getting a ride easy and convenient, but the app craze never caught on for CX like some expected. Millions use the Amazon and Facebook apps every day, but no one wants to download an app for things they seldom use. If an insurance customer needs to submit a claim, they’re not going to search for their providers’ app and wait for it to download while standing next to their damaged car. They don’t download the app before an accident and don’t want to wait for a download after one. The only options left are to call the painfully slow customer service line or try navigating and submitting a claim on the insurance agency’s (hopefully mobile-responsive) website.

The On-Demand Economy And The Age of the Customer

The on-demand generation wants the ease and speed apps provide but refuse to be burdened by them. CX and service channels need a solution. Enterprises need to find means to offer simple and immediate resolution options for their customers, such as using web-app technology or adopting other emerging tools that will answer this need for speed and solving issues on the go.

An App Alternative

At Zappix, the customer experience is paramount, and consumers’ demand for on-demand service is one of the driving forces behind our development team at Zappix. We’ve built our innovative Mobile On-Demand technology to create exactly the kind of experience the citizens of the on-demand economy want: and instant app-like experience with no need to download an app.

We extend the on-demand experience to our clients as well as end users. Initial integrations and deployment is a breeze, usually lasting only 4-6 weeks. Once the Zappix platform is up and running new iterations and changes can be applied and made available to every customer in minutes.

The on-demand revolution is coming customer service and CX, and every business can afford to join.

The On-Demand Economy And The Age of the Customer

We live in a world moving at the speed of technology, and customer service needs to keep pace.

Johnny Rosa Headshot

By JOHNNY ROSA

We have fully entered the age of the customer. 

High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce, and the explosion of social media have completely transformed people’s’ perceptions and behaviors toward business and service interactions. Many customers view customer experience (CX) as an equal, if not greater, influence on their loyalty to brands as the products being sold. Companies must constantly adapt the way they interact with their customers, to meet the evolving customer expectations or face being left behind by changes created by the continually advancing technologies that define our society.

Analysts, customers, end users, partners, colleagues — all know the ways modern technology has changed our expectations around service and CX.

The On-Demand Economy And The Age of the Customer

Thanks to the advent of Upwork, Uber, Amazon Prime, and other similar companies, when businesses and consumers want a new project to be completed or a new service delivered, they expect results here and now. Coupled with the high penetration of mobile phones, customer experience must adapt to the pace of this emerging on-demand economy.

“Companies must meet evolving customer expectations or face being left behind by changes created through the continually advancing technologies that define our society.”

A Modern World

Our technologically obsessed culture has developed a need for speed that has quickly embedded itself across industries. The on-demand economy has ridden a wave of improvements in cellphone networks, mobile phone technology, and digital payments to a new precedent in customer experience.

Netflix doesn’t mail many DVDs anymore because mailing movies takes too long. The iconic red envelopes that used to be the backbone of the company have become a forgotten side offering of the streaming-focused media giant. Even a desire to own high-quality goods has diminished thanks to the allure of the on-demand economy. Companies like Turo and Rent the Runway let users rent luxury goods instead of spending the time and resources to save and purchase them.

The On-Demand Economy And The Age of the Customer

We used to order new products online and be satisfied waiting 2-3 weeks for free delivery. With the adoption of Amazon Prime, we wonder what’s taking so long after 2 days. We stream millions of songs to our phones instantly and binge-watch entire seasons of television in a few days. When our on-demand society wants something, we want it now.

“We expect everything we do to be faster and more convenient than ever before. It’s time for the customer service industry to catch up to the on-demand economy’s timetable.”

The Need For Right Now

Apps like Lyft make getting a ride easy and convenient, but the app craze never caught on for CX like some expected. Millions use the Amazon and Facebook apps every day, but no one wants to download an app for things they seldom use. If an insurance customer needs to submit a claim, they’re not going to search for their providers’ app and wait for it to download while standing next to their damaged car. They don’t download the app before an accident and don’t want to wait for a download after one. The only options left are to call the painfully slow customer service line or try navigating and submitting a claim on the insurance agency’s (hopefully mobile-responsive) website.

The On-Demand Economy And The Age of the Customer

The on-demand generation wants the ease and speed apps provide but refuse to be burdened by them. CX and service channels need a solution. Enterprises need to find means to offer simple and immediate resolution options for their customers, such as using web-app technology or adopting other emerging tools that will answer this need for speed and solving issues on the go.

An App Alternative

At Zappix, the customer experience is paramount, and consumers’ demand for on-demand service is one of the driving forces behind our development team at Zappix. We’ve built our innovative Mobile On-Demand technology to create exactly the kind of experience the citizens of the on-demand economy want: and instant app-like experience with no need to download an app.

We extend the on-demand experience to our clients as well as end users. Initial integrations and deployment is a breeze, usually lasting only 4-6 weeks. Once the Zappix platform is up and running new iterations and changes can be applied and made available to every customer in minutes.

The on-demand revolution is coming customer service and CX, and every business can afford to join.

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