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Elle est primordiale, car elle construit la fidélité et la recommandation. Pourtant, l’expérience client est trop souvent mal comprise. Le concept de « customer experience » est né à la fin des années 1990 avec l’ouvrage de Joseph B. Pine et James H. Gilmore, « The Experience Economy » (l’article fondateur de HBR date …
Here are three recent tactics brands have taken in order to win (or in some cases, to regain) the business of the empowered customer.
Do you agree with this Forrester Research statement:
“Your customers have fewer reasons to be loyal than ever before and are really less loyal than they’ve ever been before,”
“They have a voice that’s loud and far reaching and they have heightened expectations for the way companies interact with and serve them.”
That’s why ongoing two-way #engagement and iterative learning is what truly drives brand #loyalty. The need to collaborate with consumers and to tap into their insight has never been more urgent for companies seeking to prosper in the age of the empowered customer.
How are you engaging with your favorite brands?
Conseil #marketing #communication Expert #Retail
➡️ LabLUXURYandRETAIL ®
Site web ▶️ https://labluxuryandretail.paris/
#luxe #FutureofRetail #CX #phygital #consommation #TransfoNum #SocialMedia @LaBrigadeDuWeb Intervenant INSEEC, ISG, ESLSCA
