We are witnessing a great leap forward in all related to Customer Experience. This is the main subject of this third episode of the Wake Up second season: Customization models and sales processes automation are going to create completely unique and personalized customer experiences. Brands that can really understand and make good use of these tools will be able to adapt real time to their customers needs and expectations.
…Or when the customer is not always right. There is a legend that Henry Ford said that if he’d asked his customers what they wanted, they’d have said a faster horse. Something that goes against the fashion of “listening” and using Internet and specifically social media as massive focus groups. And even though it seems to be that there is no evidence that Ford said those words there are other people that say loud and clear that “maybe” there is no need to listen to customers that much and we’d rather focus in our own…read more