Shaping the customer experience in the digital age

10 min read As expectations change, brands need to adapt their online and retail strategies to create a new customer experience If the salesperson is in a bad mood or poorly trained, that negativity is going to be part of my experience of the brand.

If my daughter's birthday is a success, that will also be part of my experience of the brand Every aspect matters, every detail counts in the co-creation of my experience between your brand, me and whoever else is part of that story If, after discovering your brand and learning to love it, I suddenly decide that the time has come to buy my watch on my smartphone as I am sitting on a plane about to take off for Tokyo, then meet me right there and then.

Don't think for one second that high-touch, high-involvement brands can get away without analytics - that is simply not the case and I can guarantee that if you make that mistake, your competitors won't Communities first need to be empowered to thrive autonomously from the brand. . Source