The Customer Experience Evolution

We, your customers, expect seamless experiences, especially if purchases are required by lending institutions and/or law enforcement.  

If we have to make mandatory purchases, fine. But once we’ve signed up, we don’t want to discuss it again unless the prices we’re being charged increase for no apparent reason.  Then we want to know why—immediately.

If we choose to buy from you, we want to do it when it’s convenient for US.  If we buy online, we expect the delivered price to be the same as quoted or less…  NEVER more.   If your systems can’t make that happen, we’ll find a company that can.   

If we need something beyond what we’ve already purchased, we trust relatives, friends, and co-workers more than an ad or brand salesperson to talk to us about it.      

We shouldn’t need to call or visit your office every time we have a question.   We’d prefer you share podcasts or video links so we can find the answer on our time.    

We want to research you and your brand online, so you need to BE online. When we contact you for help, we expect you to respond.  If you’re not where we are, you don’t exist.    

Many of us STILL want a personal relationship.  We don’t want to spend a ton of time reading legal industry documents, but we also need to trust that the only reason you would contact us is to share or acquire important information.  In other words, our needs, not yours, are what will ALWAYS steer our conversations.  When you know we can trust you, we’ll add your number to our contacts list. 

On the other hand,  if you choose not to accept our way of doing things we’re fine with using chat bots driven by artificial intelligence.  

The choice is yours.