Today’s consumers have
higher expectations and more information at their fingertips than ever before. They’re
transacting via the internet or television, on their mobile devices, and in
kiosks, but they still want to use traditional stores and telephony too. No
longer prepared to put up with bad service or poor products, if they have a
poor experience they don’t just switch to another provider – they use social
media to make sure their friends, colleagues and family know all about it.
In this consumer-driven
landscape, customer focus is a strategic imperative. Companies across the globe
are striving to embrace customer centricity. They’re seeking to increase
customer satisfaction and loyalty by focusing on understanding customers’ needs
So, what new technologies
can they adopt to help them capture and analyse customer behavioural data? Can
social media improve loyalty? And how can they achieve a consistent customer
experience across all touch points?