Anytime. Anywhere. Anyhow.
Recently I got stuck talking to a machine that was not able to resolve the issue without the option to enter free text outside of the existing conversation or agent for further support. My frustration was building up and finally, I gave up, no purchase.
The modern consumer’s mindset and their ‘power’ in the buying cycle have shifted over the years. Today, customers are reshaping the way businesses communicate, demanding more personalized and digital human interactions. That is why businesses must pay careful attention to their customers’ needs and expectations, such as knowing who their customers are, how they’ve interacted with you previously, and their interests going forward.
It doesn’t get more personal than being always available, a “good listener,” and proactively addressing individual needs and interests, knowing when to support or simply help them buy.