When we say we’re in the Age of the Customer, it means that today the customer is in the driver’s seat. The power in the relationship has shifted away from the organization to the customer.
Nowadays, thanks to the internet and social media, customers are networked and connected, and their influence is continuously increasing. Reading up on reviews and ratings has become a critical part of a consumer buying process. Social media allows customers to connect with brands and share their experiences. A bad customer experience can quickly go viral on social media and can cause an organization a lot of damage.
Customers want exceptional experiences that include:
You can only accomplish this if you have access to every data point, in one holistic profile, that makes up each and every customer.
For further interest:
NGDATA helps data-rich companies in financial services, media/publishing and telecom to drive connected experiences. Our next generation customer data platform, Lily™, puts people at the center of every business via Lily’s Customer DNA, which continuously learns from behavior to deliver compelling experiences.Learn More...