That’s because in a connected world, it only takes a click to find another brand that offers a better experience. Marketplace success is no longer only defined by a company’s ability to cater to customer needs, but to intelligently predict and fulfil those needs before the customer even asks.
And this extends beyond the desktop onto the mobile, with 57 percent of those surveyed saying it is ‘absolutely critical’ or ‘very important’ that companies have an easy to use mobile experience.
What do these findings mean for businesses? Connected customers’ expectations have created an intelligence imperative. This means a focus on the relationship rather than on the sales pitch and utilising customer data to deliver personalised marketing.
But most importantly, businesses now need to embrace a culture of immediacy with real-time service. That means not just being available when the customer wants to buy, but being able to reach out and make contact when something goes wrong – utilising data from your own communication channels and social media then offering a rapid response to proactively prevent customer churn.
Learn More about the ways in which CDM Direct’s partnership with Watermelon Research can provide you with the tools and processes you need to offer a superior customer experience and retain the customers you’ve worked hard to acquire.