Introduce hospitality to digital world

There is no entrepreneurial soul on this Earth that has not heard the words “Ecommerce is the way to go to reach your customer!” Especially at this very moment when by force major circumstances we all have been basically pushed into digital world in a day.

Many business owners have rushed and made wonderful sites in order to be able to serve their customers, nevertheless there is not possible to shake off the feeling that something has been forgotten in the process. As Anna Dolce Dolce rightfully put on her TEDexBend talk:

- “We are a culture of results, we live in a world where we care about of what works and what makes money right now. We care about process more than about people”,

as she added - we are aiming to provide an actual service but service without hospitality is simply a transaction. And this is the key, in a rush to make service/product available online we have forgotten about actual people who will use this service/product. There is a lack of real hospitality the term best known in digital world as CX - customer experience.

Think to yourselves for a moment – what do you do when you get your money’s worth, fulfil the transaction in online store? Most often – move on and forget. But in cases when there has been put a little extra on top of mundane service, for example, shown a personalized message upon Log-in or offered accessories to chosen product that customer could benefit from. There is a completely different picture. Customer will remember those type of moments when received more than anticipated, moments when felt as welcomed guest to the particular site. And by remembering, the customer will return to that site again eventually becoming a loyal customer who spend 67% more than new one.

Here you have primary reason why by providing excellent customer experience beneficiaries are both parties a business owner and the customer. 

I invite to think on how you can transfer bits of hospitality, true excellency of customer service into digital world when creating your own site.