Some may find this difficult to believe, but an individual customer experience may make or break a brand. That also goes to say that every customer is looking for their self-interest and is not concerned about the internal working of an organization. The result, or service, or product is what matters to a customer and if a brand can meet their need at a given point in time.
Customer expectations have gradually increased over the last few years, making it difficult for a brand to win the loyalty of a customer. The sales and service-oriented method that a customer opts for can define a brand’s marketing and advertising strategy. In an ever-competitive world that it’s become highly imperative for every brand to up their customer service and customer experience game. We are listing ways through which the digital and mobile technology boost has reshaped the customer behavior and brand relationships in a myriad of ways.
Self Service Gets an Upgrade
Today, “More than one in three brands say customers and prospects prefer to complete a purchase or resolve service issues without speaking to a human associate, if possible.”
Close to 40% of sales and marketing leaders think virtual reality will bring a lot of changes in the way a customer experiences a brand. This also further proves the point that customers expect 24/7 access to service and support. Facilitating an Artificial Intelligence-based self-service station could go a long way in winning customers.
Data Holds the Keys
To maintain relevance in the digital space, it becomes vital for the sales, marketing and customer service departments of every company to work in close quarters to provide precise and engaging messages and to create the right profile of every customer. If all the departments are updated with correct information about a customer with regards to their purchases, social media engagement, service issues, and preferred modes of contact, they will be able to serve a customer better in time of need.
Follow the Digital Signals
With this kind of information being looked at, customers do a lot of indirect shopping. Brands often fail to capture this valuable piece of data due to the lack of proper technology in place. 48 percent of brands collate data from multiple points and hand it over to the marketing and sales department. The main aim is being able to learn more about the customers and cater to their needs better.
This movement towards digitalization began a long time ago, and now it’s evolving into virtual reality experiences for the customer. If you notice all the solutions to provide a better customer experience are VR related. Technology is here to stay.
Want to know more about how virtual experiences shape customer behavior and experience? Click on the link below to watch a quick video and to download the whitepaper Can Virtual Experiences Replace Reality?