You’ve heard this age-old adage a thousand times: “The customer is always right.” Today more than ever, the customer has countless technologies and practices in their grasp to connect with companies, their products and services, so communicating with them is imperative – and entirely possible. Customers may be right, but how can companies engage them in the right way?
A December Salesforce.com survey released by The Economist Intelligence Unit called “The Rise of the Customer-Led Economy” has two key findings for customer engagement success:
1. Customer intimacy is the new imperative for CEOs – particularly for a company’s CMO.
2. Mobile apps are key to establishing a customer connection, but companies must deploy and update apps quickly and thoughtfully to meet customer demand.
For more findings from the study, see the Internet of Customers infographic below, also from Salesforce.com: