Customer Convenience

Customer Convenience

Customer Convenience Jonathan Poland

Customer convenience refers to any aspect of the customer experience that makes it easier and more efficient for them. This can include the design of products, services, environments, and processes to save customers time and effort. Many businesses focus on providing convenience to attract and retain customers, as it is a highly valued attribute. Customers are often willing to pay a premium for convenience, as it saves them time and effort. As a result, business models that prioritize customer convenience are common. The following are common types of customer convenience.

Location
Products and services that are close to the customer when needed. For example, a magazine shop at an airport.

Portability
Items that are easy to carry around such as a mobile phone.

Time-saving
Customer experiences that save time as compared to traditional alternatives. For example, a precooked meal that simply needs to be heated in a microwave.

Usability
Things that are easy to use such as a site with one-click ordering.

Packaging
Packaging that is easy to open, reseal and reuse. Things in single portion packages may save the customer effort.

Delivery
Delivering items to the customer’s location.

Scheduling
Doing things at a time that is convenient for the customer. Such as a home repair contractor that schedules precise appointments.

Automation
A machine or information technology that does work for the customer. For example, a dishwasher that saves part of the effort of washing dishes.

Defaults
Setting reasonable defaults for configuration options. For example, an air conditioner that automatically defaults to auto mode at a popular temperature.

Customization
An easy way to customize things such as an air conditioner with clear and powerful menus that give users control over the unit.

Services
Doing work for the customer such as walking their dog.

Management
Managing processes for the customer such as a vacation package where everything is orchestrated including transportation, accommodation, meals, activities and entertainment.

Self-service & Personal Attention
Some customers will find self-service tools to be convenient and others will find personalized attention from your staff to be more convenient. Generally speaking, asking the customer to jump through technical steps such as installing an app isn’t at all convenient.

Personalization
Remembering the customer’s preferences. For example, you ask a hotel for firm pillows once and they automatically have firm pillows ready in your room with every stay afterwards.

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