In the future, competition for customers won't be won on product or price, but rather on customer experience. Technology will be a key enabler in sharpening your sword for this upcoming battle," says Jannie du Toit, CEO of Comalytics.
In our age of constant connectivity, the buying journey is no longer linear. Instead, digitally savvy customers want to switch across channels, processes and devices. This is certainly true in the retail world, where companies with a sound omni-channel strategy dominate.
https://www.itweb.co.za/content/DZQ587VJ1Vr7zXy2/
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/
The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe.
A whirlwind of global forces has propelled us to this place. Now that we’re here, what do companies need to do to not only survive, but also thrive?
https://customerthink.com/making-customer-experience-your-marketing-and-sales-magnet/
Saying that the customer is key to omnichannel is nothing new.
It’s a given when we see such stats as 75% of consumers expect a consistent experience wherever they engage be it web, social media web or in person.
Let’s be frank. Omnichannel has had bruises...
http://customerthink.com/social-customer-service-the-savior-to-a-successful-omni-channel-strategy/
