Brands need to be flexible to change their approach to match customers’ needs. This year is less about high-ticket, flashy items and more about providing a great experience on the essentials and turning everyday items special. In the growing experience economy, it’s about creating an experience around the product, not necessarily the product itself.
Creating an intuitive, convenient, and personal online and mobile experience is crucial for brands. Even for in-person purchases, customers start their research online, which means the customer experience starts when they first search for your brand online. The online experience, including a customer’s initial search results and reviews, have never been more important.
Delivering a great customer experience during the busy holiday season means balancing technology and human interaction while preparing agents with appropriate staffing and resources to serve customers.
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Source: DigitalTrends - 🏆 95. / 65 Read more »