“The connectivity of the cloud and the prevalence of tablets and smartphones have eroded the traditional online/offline divide. Within a short time we will most probably stop thinking of it as ‘online.’ We will simply be connected, all the time, everywhere, and the online world will be notable only by its absence when that connection breaks.”
David Amerland’s words ring true for businesses of all sizes. We now live and operate in a hyper-connected world. Doing so successfully is a business imperative.
Connectivity allows small to mid-sized businesses (SMBs) to compete against corporations in the following four ways:
Personal touch makes a difference for SMBs
SMBs have the ability to customize and cater to their clients. In fact, if a business can provide a customer experience that is low-effort, that customer is 94% likely to repurchase, according to Challenger Inc. What does it mean to deliver a low-effort experience? You make it easy for customers to get in touch with you by providing multiple communication channels, having an attitude of advocacy for them, and leaving a positive impression.
Worker productivity increases with the right communication
SMBs have smaller teams which means you’re able to create strong communication throughout the team, promoting productivity. One way to do that is through something called “bursty communications”. Christoph Riedl and Anita Williams Woolley studied over 200 workers across 50 different countries and came up with this term, bursty, to describe the most successful communication style: “Where ideas were communicated and responded to quickly.”
Can you imagine trying to achieve this well within a large corporation? Sure, it could be done, but success is far more achievable for smaller organizations.
Bursty communication doesn’t require constant communication where you’re on your computer or phone 24/7, but “bursts of rapid communication, followed by longer periods of silence…” Start by responding to email in a different way. Rather than treating it as a tool you’ll respond to if and when you feel like it, prioritize your emails to those you should quickly reply and those that can wait. When a team member asks for input, quickly share thoughts. Encourage others to do the same. Foster rapid exchanges through connectivity.
Customer experience improves with positivity
Provide a service experience that builds on the low-effort, personal touch you’ve already created. When a client or customer reaches out to you, how do you currently respond? Shape their experience further with a positive connection. Imagine a client that’s reached out to you through their preferred method (Twitter, email, phone, online chat), and they have a concern. How do you typically respond? Engineer the conversation and you’ll create a positive interaction that leads to both a return customer and one who promotes your business with others. Begin by acknowledging their problem and listening to their concerns. Carefully choose your language as you respond and keep it positive. Then provide solutions.
Mobile workers need connectivity
Thanks to the growth of the gig economy, SMBs have the access to specialized workers that they never had before. Rather than trying to staff data analysts, cyber security techs, technical writers, and other, highly skilled positions, they can reach out to freelancers. Having a foundation built on strong, reliable connectivity gives you the ability to create such a workforce. Supporting a mobile and remote workforce today is an important need, and one that we can help you find the right fit. Trust in our experience and expertise to supply connectivity that meets those needs.
Broadline offers an extensive portfolio of connectivity products and services. We take the hassle out of searching for possible solutions, then trying to determine the best choice. Rather, we take the time to understand your unique demands. With that understanding, we can apply our experience and expertise to provide you with solutions that fit your business. Whether it’s a simple WAN, converged voice over MPLS, or a centralized voice solution, you can trust Broadline Solutions to keep you connected, productive, and profitable. Contact us to start finding solutions.