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The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers. janlgordon's insight:This insightful piece about the new challenges for businesses and their customers was written by Don Hinchcliffe for Zdnet.Here's the problem: This fragmentation of customer touchpoints cuts across marketing, sales, customer service, and even product development. In short, customers have moved to the digital world en masse, and companies have not kept up. Here are some highlights that caught my attention:So this is the opportunity and the challenge combined: Engaged customers generate more revenue and stay more involved with the companies that respond in kind.Defining clear objectives makes this exercise have the most value*Solve a problem Make a pain point go away as seamlessy conveying the current status of orders in any desirec channel*Make life simpler Remove the time, effort and/or friction the customer has in engaging with you.*Engage the customer - It has been a problem for companies to engage through social media as an example. To be able to respond an participate in conversations immediately is one of the hardest things to do. Solution: supply tools an proactive organizational policies to orchestrate advocates (employee, partner and customer) to do the work whenever possible Selected by Jan Gordon for Curatti covering "Curation, Social Business and Beyond"Read full article here:See it on Scoop.it, via Curation, Social Business and Beyond