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Many companies have successfully promoted and developed innovative businesses for their clients. With the sharp increase in the number of domestic and foreign tourists, many attractions in China have begun to adopt electronic ticket systems to reduce queuing time and make sightseeing more convenient. In addition, a nationwide network of RFID contactless smart cards for payment and ticketing is now under construction. These smart cards (e-tickets) will also become customized personal digital advertising platforms, with the ability to deliver to hundreds of millions of domestic and foreign tourists every year.
As companies focus more on “customer-centricity,” they will build business chains by categorizing customer characteristics rather than by product category or geography. This helps them better understand the specific needs of their target customer base and focus innovation on improving the customer experience, not just launching new products and then finding places or ways to sell them. Give customers something they really need, which might include measures to ensure that VIP customers get priority access no matter which branch they enter, or finding ways to reduce the frustration of queuing, or providing expert information quickly. Such solutions include:
VIP treatment for preferred customer identification – these customers have the option of an RFID (Radio Frequency Identification) card that automatically alerts employees to the arrival of such customers. Give these high-value customers special treatment and reward them with the length of time and volume of business they work with. This service experience is similar to a hotel’s warm welcome and caring for loyal customers. Offer a receptionist service that allows employees to proactively greet guests – the receptionist can use a wireless tablet to proactively greet customers as they enter the door. This allows some transactions to be selected for immediate processing, thereby reducing queuing time. This method can be used in conjunction with Preferred Customer RFID, for example for airport boarding. Experts provide advice through video conferencing – Any branch can provide customers with expert on-site advice through video conferencing equipment in the desktop or conference room to immediately address the needs of customers’ interests, without having to wait for the experts to schedule a return visit when they are free. For example, banks can use it to improve the counseling experience for those home loan applicants seeking mortgage advice.
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