You must keep in mind that the customers’ satisfaction now is the fuel that will operate your business and keep it up with the challenges forced by the sudden developments or the changes due to the current competitive race.

In this article, we will discuss the influence of customer experience in many sectors, its importance, and how to improve it with the customer queue management system.

 First, what does "customer experience" mean? 

 customer experience (CX) is every impression or idea given to the customer at every touch-point during getting the needed services. All organizations seek to deliver a remarkable customer experience.

"88% of companies now prioritize digital customer experience in their contact centers.

Customer experience in the banking sector :

There is no logic if we say that the banking sector doesn’t catch up with digital transformation. Almost every bank offers ATM cards and many internet banking services using bank mobile apps. Unfortunately, these features can’t attract and retain new customers and don’t add much to the customer experience. By focusing on the customer experience, you can increase customer retention by 5% while increasing profits by 25% to 95%. But HOW?

There are three main points that customers are looking for in their banking experience:

• quality of service.
• Investing in Waiting Time
• They get the value of their visit.

 The quality of service is the crucial element of the customer experience. With the virtual queue application, your customer has the choice to select the service they need before arriving at the bank, and the staff can be informed about the customer's needs in real-time. This enables us to get straight on with the demands with no interruption and connect customers to the right employees. There are many ways to reduce waiting time with the customer queue system, like booking a ticket before reaching the bank or using the appointment booking ticket calendar to avoid busy hours. Often, customers don’t like to waste their time. To change this concept, digital signage system can reduce the perceived waiting time by using target media or entertainment in some cases.

The importance of customer experience in healthcare

Healthcare institutions make a huge mistake by focusing on treating people while ignoring the patient experience, which does not only indicate the performance of medical staff or the presence of new advanced technology machines.Even in the healthcare sector, patient satisfaction influences loyalty and, eventually, revenues. In this sector, patients should be healthy and comfortable at the same time. Any tiny neglect will cause damage.

People, in general, are looking for a high degree of service, quality, and value. Now how can the queue system achieve that?

Every one of us remembers the pain and the frustration of waiting a long time until we finally meet the doctor, but now this situation has changed due to the customer queue system via the appointment features. Besides, the customer queue solution provides gathering data that is used to deliver a unique and personalized patient experience and also gives a glimpse of the drugs and ailments that the patient has previously.

Remember this stat: "84% of hospital leaders rank patient experience as a top priority."

The government sector and the need for more attention to the customer experience 

The absence of competitors for government sectors is not at all an adequate reason for not being interested in the customer experience. Indeed, this should add more responsibility to provide a great customer experience. If we look deeply at this, we notice that the excellence in providing a citizen experience impacts the country's whole image (think of the UAE).

The citizens will trust and engage more with the government, which improves their experience. At the same time, government operations will cost less and run more smoothly.

The first step in enhancing citizen experience is to use the customer queue system, this solution able to organize the service centers and the customers’ flow, and reduce the actual waiting time by matching the customer needs with the convenient staff which will high the quality of service.

The customer queue management solution works hand in hand with the government to cost less, increase investment, staff and citizen satisfaction alike, and efficiency improvement.

To create an exceptional customer experience that aligns with your organization's goals and your customer expectations, ZEOUR has a great plan to achieve that by first equipping you with the customer queue management system and the other solutions integrated with it, like Digital Signage, feedback system, and self-service Kiosk, and secondly, giving consultations to catch up on the digital transformation.

For more information, get in touch.