Organizations that offer superior and effortless experiences are winning the race to the top. These organizations constantly work on their customer engagement challenges and thrive to deliver more than what their customer expects. For the new-age firms, the customer experience has been on a spin due to the rising expectations of the hyper-connected customers. These customers are mostly on-the-go and expect interactions to be seamless across channels.
Furthermore, the cutthroat competition and the high standards set by several e-commerce and technology leaders have created a strategized yet innovative space for organizations to deliver experiences that create wow moments. Thus, to deliver the best brand experience, these organizations need to sweat the small stuff and focus on moments that will help them in creating brand advocates.
Organizations will have to rethink beyond their customer-centric approach and focus on the transition of loyal customers to brand advocates. To initiate this transition, it is very important for organizations to understand the new rules of customer engagement.
The below infographic by SAP highlights a few of the customer engagement rules that different departments in the organization should adopt to create meaningful brand experiences.
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