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In an increasingly digital world, entrepreneurs and businesses are presented with a unique opportunity to enhance the customer experience for all, including the elderly. As the Philippines witnesses a growing aging population, catering to the unique needs and preferences of elderly customers is not just a thoughtful gesture, it's also a strategic advantage. Leveraging digital technologies, entrepreneurs can ensure that elderly customers receive exceptional service and support. Below are 9 actionable strategies that combine technology and empathy to deliver superior customer experiences to this important demographic.
Ensure That Websites and Apps Are User-Friendly
It’s essential for modern businesses like yours to establish an online presence, especially if you want to offer convenient experiences for the elderly. A user-friendly and easily navigable website or mobile app can make all the difference for this demographic. Large buttons, straightforward menus, and clear fonts ensure that elderly users can access your digital platforms without frustration. The goal is to simplify the user experience, making it as intuitive as possible. It’s also crucial to optimize your website and apps for mobile devices because these days, even elderly users access the internet through smartphones and tablets. By providing a user-friendly online environment, you not only enhance their experience but also make it more likely that they will engage with your business.
Provide In-Person Assistance
While digital interactions are essential, maintaining physical store locations with knowledgeable staff can be equally valuable, especially for elderly customers who prefer face-to-face interactions. These in-person representatives can offer guidance, answer questions, and provide reassurance during the purchasing process. For instance, if your store accepts Maya QR code payment and your elderly customers are eager to try using contactless payments or an e-wallet QR code reader, someone has to be there to explain and demonstrate the process. The physical presence of a store assistant creates a sense of security and reliability. Furthermore, for those who may not be as tech-savvy, the availability of in-person support can be a deciding factor in choosing your business over competitors.
Establish Customer Support Hotlines
A dedicated customer support hotline or chat service can be a lifeline for elderly customers when they encounter questions or if they need assistance with placing orders. These services provide direct access to knowledgeable staff who are trained to handle inquiries with patience and empathy. To effectively assist elderly customers, you need support representatives who are well-versed in addressing the unique needs of this demographic. They should be ready to assist with everything from guiding users through the online purchasing process to troubleshooting technical problems. Offering robust customer support channels can go a long way in building trust and loyalty among elderly customers, who often value personalized assistance.
Implement E-Payment Solutions
Embracing electronic payment solutions for in-store and e-commerce transactions is vital for catering to elderly customers who may prefer the convenience of digital payments like QR payments. This is especially true for seniors who may specifically prefer to manage their funds using e-wallets and mobile banking apps. By using the Maya Terminal to accept cashless in-store payment methods like credit and debit cards and static and dynamic payment QR codes, a brick-and-mortar shop makes it possible for elderly customers to effectively use and track their digital funds. Meanwhile, by providing instructions on how to use cashless payment options as needed, in-store staff members can facilitate smoother purchasing experiences for their elderly customers.
The use of streamlined e-commerce payment solutions like Maya Checkout, on the other hand, helps elderly customers embrace online shopping. By simplifying the payment process used in their online stores and educating elderly customers about their proper use, enterprises can remove the barriers that prevent older users from participating in the digital economy. Additionally, diversifying payment options to include familiar methods like cash on delivery empowers e-commerce stores to accommodate a broader range of preferences among elderly customers, enabling hassle-free transactions.
Enhance Delivery Services
Just like everyone else, elderly customers, especially those who rely on home deliveries for convenience and safety, expect timely and reliable delivery services. Live up to their expectations by informing the customers of your capabilities and limitations clearly. This means providing clear delivery times and tracking options, which can ensure transparency and give buyers peace of mind. Beyond this, offer assisted delivery services to set your business apart. For example, you can encourage couriers or drivers to assist elderly customers in unpacking, setting up, or installing products, especially electronics. Such a service can add more value to the delivery experience. These small but thoughtful touches can go a long way in building trust and ensuring that your business is the go-to choice for elderly customers.
Implement Accessibility Features
Leveraging technology, you can enhance accessibility for elderly customers. It’s an option, for example, to implement voice-activated features into your apps, websites, and the QR code-POS system used in your self-service kiosk. These allow elderly customers to navigate and perform tasks on the platform through spoken commands. This feature can be particularly valuable for those who may be experiencing mobility or dexterity challenges. Additionally, providing text-to-speech functionality either in-store or online enables users with visual impairments to have content read aloud to them. By incorporating these accessibility features, you can accommodate the needs of elderly customers as well as showcase your commitment to inclusive and user-friendly technology.
Tailor Discounts and Promotions
Recognize the value of senior citizen discounts and promotions for eligible customers, as these benefits are incentives that can drum up more business for your enterprise. Senior citizen discounts, specifically, are also mandated to be afforded to seniors by law. Implementing these discounts ensures that you can comply with legal requirements as well as show respect and appreciation for elderly customers.
Moreover, take personalization to the next level by using data analytics to understand the preferences and buying behaviors of your elderly customers. This data-driven approach enables you to provide tailored recommendations and discounts, creating a more personalized and engaging shopping experience for them.
Offer Digital Literacy Workshops
Empowering elderly customers with digital literacy is an investment that pays dividends. To that end, consider hosting educational initiatives such as digital literacy workshops or tutorials tailored specifically for elderly customers—and designed to help them complete transactions with your business more efficiently. These workshops can cover fundamental digital skills, from navigating websites and using different digital payment options to staying safe online. These can also aim to make the elderly feel more comfortable about their use of modern technological tools, especially those that you may use in your own shop either online or in-store. Incentivize participation by offering discounts, rewards, or certificates upon completion. By fostering digital literacy, you’re encouraging elderly customers to interact with your business more effectively and to feel safer when transacting with other people online or offline.
Encourage Feedback and Continuous Improvement
Lastly, actively solicit feedback from elderly customers to understand their experiences and challenges when interacting with your business. Make it easy for them to share their thoughts and suggestions. Use this valuable feedback as a foundation for continuous improvement. Implement enhancements based on their insights to address any concerns or barriers they encounter. Demonstrating your commitment to listening and acting on their feedback not only improves your services but also shows that you prioritize the needs and preferences of elderly customers, fostering trust and loyalty.
By embracing technology while considering the unique needs of elderly customers, you can help create a thriving and inclusive business environment where everyone, regardless of age, feels valued and cared for. One crucial step toward achieving this goal is utilizing business solutions that seniors can easily access—like those offered by Maya. To get started, create a Maya Business Manager account and choose the right solutions to adopt for your business, whether it’s Maya Checkout, Maya Terminal, or Maya QR.
Creating an account with Maya also gives you the chance to sign up for the Maya 1-2-3 Grow. This promo gives you a 1% MDR discount on QR Ph transactions for 3 months as well as a 2.5% interest on all deposits to the Maya Business Deposit account. Plus, the business bundle also makes it easier for your business to qualify for a Maya Flexi Loan, which you can get within just 3 months and use to fund expansion or operations. Incorporating these strategies into your business empowers you to provide exceptional experiences for elderly customers, showcase your commitment to inclusivity and accessibility, and keep up with the changing digital landscape.
