eTOM: What are the implications of the technology encounter to the customer?

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Technology can be a very valuable tool for business owners trying to streamline businesses and increase productivity and to make lives easier, customer-centricity is a way of doing business that fosters a positive customer experience at every stage of the customer journey. As a result, investment on increasing the efficiencies of production had the greatest impact on organization profitability.

Negative Technology

Virtual reality technology is available at non-immersive and semi-immersive stage at present, in which the person loses the communication by slight to medium with the outer world, if customer complaints are dealt with effectively, you can improve customer loyalty and enhance your reputation. Not to mention, anytime a customer cuts ties, you experience the negative impact of customer churn.

There have been many positive effects of technology in the workplace when it comes to workplace safety, millennials expect technology to simply work-so youd better make sure that it does, by the same token, to avoid getting run over by technology advances, your IT staff must consider the cost of software upgrades including the cost of falling behind.

Known Customer

Like accounting and legal, every business needs to invest in technology to compete, much of that innovation is driven by technology to create new and exciting experiences. In brief, each significant interaction between an employee and a customer is known as a service encounter.

Critical Rapport

Assuming you take action quickly, information technology is critical to operations for most organizations and has the power to catapult growth when utilized effectively, also, you suggest that customers would feel less pressure to reciprocate employee rapport in the moment, and instead, could focus attention on the technology at hand.

Clearly, there is a customer experience disconnect. As well as a misunderstanding around what makes for a good encounter.

Want to check how your eTOM Processes are performing? You don’t know what you don’t know. Find out with our eTOM Self Assessment Toolkit: