It’s no secret that customer behaviors and expectations of brands are constantly evolving. What worked five years ago — or even last year — no longer works today. Customers are more informed than ever with access to social media, comparison shopping, and reviews — all at their fingertips. They’re also saturated with marketing messages, discounts, and offers at every turn.
Customers want brands to be mind-readers that anticipate their needs and provide the information, products, or offers they need in that moment. They want interactions with brands to be intuitive, timely, and valuable. Marketers must take a smart, intentional, customer-first approach to how they engage customers throughout their journey with the brand.
1PwC (2018) Experience is everything: Here’s how to get it right