Creating a "Super Simple" Customer Experience

Corporations use a variety of terminology when describing their objectives for the customer experience they wish to attain. DCI Solution was among them. Then one day one of our customers told us that dealing with DCI Solution and using our Valu-Rite System® was “Super Simple”. We liked achieving that outcome and we loved the term so we stuck with it.

Cloud-based SaaS (Software as a Service) has transformed just about every industry in recent years and continues to grow in popularity. It offers a tremendous amount of advantages including reduced costs, higher adoption rates, scalability, and most importantly, it can be used from anywhere. This was a must for DCI Solution, no special hardware or software required by our Clients.

More and more companies expect to compete on the basis of customer experience versus brand or a product centric structure. The undeniable leader in this quest is Amazon whose mission is to be the “Earth’s most customer-centric company” so of course many others are following suit. We knew we were going up against large entrenched competitors so we had to provide a “value” that they weren't, the best customer experience. A superior Valuation product along with personalized unsurpassed service. Our tag line came easy- DCI Solution because Value is more than just a number™.

We also knew that if we did take care of the customer, they would come back. And if we didn’t, they wouldn’t. Contracts and minimums are somewhat commonplace in the vehicle valuation industry but this requirement can often lead to complacency and taking the business for granted. We didn't want to fall into that trap and we wanted to remove any barriers from doing business, therefore, DCI Solution does not require any contracts or minimums. Make sure you eliminate any obstacles the customer may run into. Make it simple to do business with your company.

The User Interface is another important aspect of creating a “Super Simple” experience. There are many resources which provide excellent tools when designing the interface. Utilize the KISS principle. Use common terminology, not corporate lingo. Make it easy to navigate and understand. Our Valu-Rite® System incorporates several API’s to pre-populate information. Drop-downs are used for easy data selection and a live chat feature is available for easy assistance.

And don’t stop at just the User Interface. Make sure thought is given to every customer contact point. Reports and documents should be easy to read, understand, and explain to others. Several options to obtain help should be offered and responses should be quick and followed up on to insure satisfaction. DCI Solution offers email, phone, chat, and web help functions. Response times are closely monitored and satisfaction surveys and calls are utilized.

That 74% figure is a big number to put at risk. While DCI Solution has achieved a “super simple” experience in the mind of at least one customer, we are not about to stop there. Companies must make this goal an ongoing process in their organization if they are to be successful.