If you are looking for the blue ocean, you should include your staff.
I talk a lot about diversity. As a provider, we need to allow a variety of payment methods so that our customers can be at the right place at the right time when the customer is ready to pay. Did you know that almost 30% of canceled payment is because the consumer did not found their go-to payment method? So, is it all about the consumer? Do we forget something in this equation?
Yes, we do.
We, and our competitors, sometimes focus too much on our end-customers-customer, aka “the consumer.” That’s okay. After all, CX is vital. But let us not forget the people that “make it all happen” as they use payment solutions in their everyday work. I am, of course, talking about all of you working in restaurants, stores, hotels, and retail in general. Just imagine what would happen if the payment situation, for them, means less time and easier handling. In other words, if you, as business owners, find a way to make them happy and at the same time, enable your business, you are on the right path.
So, what should you do?
I think it is time for you to get creative. If you are looking for the blue ocean, you should include your staff. Because when you come up with a solution that makes lives easier for your team and at the same time level up you cx: you have a winner.
One of our partners, Open, is a role-model in this area. They challenge themselves and us at Westpay big time. They offer a fantastic solution that revolutionises the entire hospitality vertical. Their solution not only enables the consumer…it also level up and embrace their most significant asset: the staff. If you don’t know what I am talking about, please check it out. The short usp: the users will be able to take care of more customers, increase the revenue, and level up the cx at the same time.
If you are looking for a new payment solution, don’t just aim for the consumer, although they are vital, remember your team. Because when you can include them in your objective: you are in the sweet spot.
Contact me if you need help to find the best payment solution. I will introduce you to some of our leading experts. They will give you the insight required, so you can identify a payment solution that increases your revenue and enables the customer experience. Now that’s what I call a win-win.
Hans Edin, CMO at Westpay AB.