Our Experience As Consumers Is Driving Our Expectations At Work

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A Great Online Experience Is Expected

As consumers, we’ve embraced online experiences. Most of us engage in them daily. Whether finding an answer on Google, ordering a coffee on the Starbucks app so it is ready when you arrive, arranging travel on Expedia, or purchasing goods with one click on Amazon, consumers have come to expect fast, seamless, and efficient online experiences. It’s difficult to imagine going back to the old ways of doing things.

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Online Self-Service is the Consumer’s First Choice

These online experiences are not limited to a few elements of our daily life. They have been introduced to nearly every aspect of what we do. For all age groups it’s become second nature to not only use and expect these online experiences but to demand that these experiences be great. The “Effortless Experience” survey, conducted by Gartner, found that consumers up to age 70 prefer to self-serve online versus picking up a phone.

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Why Would our Expectations at Work be any Different?

We’ve benefited from great online experiences at home, so why would that change when we go into the office? We now expect the same great experiences in our businesses. We want the same ability to get things done quickly, efficiently, and on our terms, yet in so many business activities, the tools and processes we use just haven’t kept up. It’s time for that to change.

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It’s Time to Offer a Great Online Experience

Accounts Receivable is one of those business activities that is still done the old way. Isn’t it time for that to change? Now’s the time to take an online, self-service approach that gives your customers 24/7 access to their account information, lets them pay the way they want, and makes it easy to communicate with you to solve problems. This is what we call Customer-Centric AR.

Are you making it easy for your customers to do business with you? Are you letting customers pay you the way they want to? Are you providing your customers with that consumer-like experience that they have come to expect? If not, your competitors probably are.

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