Todays average customer is drastically different to a customer of the ‘70s, ‘80s, ‘90s and even 2000s. This is because they are:
- Informed – 90% of consumers will always check a website before emailing or calling a business.
- Connected – Close to 1.7 billion people have active social media accounts.
- Mobile – 3.65 billion mobile users have access to the internet via smartphones and tablets.
This new consumer provides both positive opportunities and daunting challenges for your business. Contacting your customer on their preferred channel in turn builds their loyalty to you turning them into word-of-mouth marketers. However, a negative experience with you can go viral in the digital world. In a time where a customer’s interaction with you could either make or break your business, it’s more important than ever to adapt promptly and encourage intimate customer relationships.