Relevant technologies can be used to exceed customer expectations.
To be better placed in the post-pandemic era, companies need to adapt and explore novel ways of building brand loyalty. Understand consumers’ expectations around brand experiences and implement new technologies to deliver immediate, relevant, convenient and consistent customer experience across the journey stages.
With 88% of consumers expecting companies to accelerate digital initiatives, brands must proactively enable “rapid innovation and increased time-to-value” for their customers. To be a people-centric brand and not a process-centric one, show empathy at all touchpoints.
Use current disruptions as opportunities to re-imagine customer journeys in ways that meet the customers’ needs the most. Marketers can use tools at various touchpoints to better enable customers and improve levels of satisfaction.
[4 minute read]