When it comes to delivering greater customer experiences in today’s digital economy, building relationships comes with more frequent, but shorter interactions. Customers have more access points than ever before to their service provider. They can interact via a company’s website or app, through phone calls, emails, texts, and via social media and chat. These kinds of interactions take less time than an in-person visit, but they happen much more frequently. They are also more superficial than in-person interactions, making it even more important to have each one count.
Companies need to take advantage of all of these touch points and interaction moments to provide real value. The only way to do this is to be relevant in ALL areas of messaging, timing, and to ensure these are relevant to the customers’ context.
But how does one become relevant? The first step is understanding who your customers are.
http://customerthink.com/marrying-context-and-data-for-superior-customer-experiences/
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