It is undeniable that customer satisfaction is the key to gaining competitive advantage. Especially the customers of today are more connected than ever. New technology is not only continuously emerging in consumer market, it has significantly changed customer's expectations. Customers are now using online platform to shop, compare, review and recommend products and services. It has also made it easier than ever to receive services from anywhere at any time with the help of ATM, mobile banking, credit and debit cards etc. As the customers have more alternatives now than ever, their loyalty is at stake. So, a company needs to be more dynamic in order to satisfy their customers.
Mobile apps can be an option. Customers want information and an easy way to connect with business. So, the mobile app can provide information and allow the customers to interact with the company's personnel.
In some cases, customer dissatisfaction results from service failure. The management needs to ensure that customer complaints are properly addressed. Social media, official website and email can be other options through which the customer can send feedback to the company.
To better serve customers and achieve business goals, technology can ensure business efficiency via customised service, by offering easy and effective means to doing so.
Noushin Tabassum Tanha
East West University
Aftabnagar, Rampura, Dhaka.
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