People [Still] Need People

The days of talking about paradigm shifts in consumer-driven industries are done and gone. It’s already happened and we’re living it now. And no matter how your business is structured — online, call center, brick-and-mortar — customers want zero friction as they move through every channel you have. What’s more, the moment they decide they need your help, you must show up informed, knowing who they are and what they need. The “new normal” for customer journey has no one starting point or ending point — it’s fluid. And here’s the thing: whether someone starts online, via text or in-store, It’s All. One. Journey.

Customer journey is no longer about a cool app, futuristic website or BOGO coupon. It’s about the sum of the experience. That includes remembering that people will always need people. It’s not a one-size-fits-most approach, and there isn’t a single web or in-store experience strong enough to overcome the failure of not showing up the precise moment a customer needs you. In this e-book, we will highlight key insights that will empower you to listen closer, learn and know more, and better prepare yourself, your business and your people for what’s yet to come. Informed by 1,000 U.S.-based consumers, ranging from 18-74+, we’ve outlined how to:

• get ahead of consumer expectations and demand;
• create surprise and delight that will live beyond a single point of purchase;
• help better understand what it takes to meet modern consumer needs and expectations; and
• keep them coming back for more.