When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way.
But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. When left unattended, that gap can quickly grow into a chasm.
https://www.business2community.com/customer-experience/are-you-tuning-out-the-customers-voice-02092561/
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases.
Millennials are now the largest working demographic. This massive pool of wage-earning, digital natives, according to Pew Research, not only prefers text messaging, social media and online videos over phone calls for business communications, but they are more likely to give preference to companies that support those channels, even if those businesses aren’t the cheapest. In fact, millennials said they are more likely to renew purchases, join a loyalty program and leave a positive review if a business supports their preferred channels. That’s right: They will buy from digital savvy businesses without competing on price.
https://www.forbes.com/sites/forbescommunicationscouncil/2018/05/15/bridging-the-omnichannel-gap-for-customer-communications/#63171558302b/
