Already in recent years, consumer attention has increasingly shifted from products to related services. In an increasingly saturated market, people often choose a brand's product over a competitor's, not so much for its functional features, but for the service and especially the values that the brand embodies. Consumers often seek experiences and emotions and companies find themselves having to rethink many of their business practices, often too focused on improving the product and its features.
Brands have many options when it comes to competing on experience: think, for example, creating experiential concept stores, training customers, providing personalized services or building communities, and much more.
3) Customer experience works if it becomes a business “problem”
It used to be said that employees were the first true ambassadors of a brand. As we australia cell phone number list enter 2020, more and more companies have embraced this concept: to understand customers, you first need to understand and invest in your employees, creating a strong culture around both products and brand values.
4) Technology and customer experience: innovation at the service of customer relations
For too long in business, IT and marketing have been the entities that were hoped for.
Today, more than mail, technology is proving essential to create direct and personalized relationships with customers, especially for customer service departments.
When IT and customer service work together, it is possible to find the perfect balance for handling potential complaints and always ensure a service focused on customer needs.