Offering the same old customer experience is becoming obsolete. What consumers want is a personalised service, tailored to meet their individual desires, budget and mindset. As Charles Orton-Jones discovers, it is possible to offer a unique experience to each and every customer, no matter what sector a business operates in
Research shows that customer service is the next brand differential, and by 2020 will overtake price and product. However 90 per cent of companies do not have an embedded strategy for customer experience. This report investigates how personalisation, securing ROI from social media, optimizing for the omni-channel and effective big data analysis can help brands to maximize loyalty from this generation’s empowered, digital-savvy consumers.
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In this report
Most companies know how to use social media to promote their business, but some are building successful cohesive and supportive online and offline customer communities, who are working almost as hard to back the brand as the paid employees. Hazel Davis reports
Businesses are deluged by data – a wave of information that has opened up new possibilities for a far-sighted few, writes Marcus Leroux
Two experts in customer experience consider the future for business-to-consumer and business-to-business companies in fast-changing times