It all starts with the customer. In business, this has always been true. But today there is a new breed of customer who is dictating a new set of terms in the dynamic between buyers and sellers. These customers are empowered by technology, transparency, and an abundance of information. They expect to engage with companies when and how they want, through physical, digital and mobile means. They want a consistent experience across all channels.
Customers now compare notes online. And they can champion a brand or sully a reputation with the click of a mouse.
Following the rise of popular social media sites like Facebook, Twitter, Pinterest, YouTube most companies recognise they need to monitor and interact with those “channels” immediately.
Keeping up with today’s customer will take more than an eMail Marketing campaign and a Facebook page.