We are in the midst of a monumental change in customer behavior, fuelled by three important trends:
Globalization of manufacturing resulting in an extraordinary array of product alternatives
Emergence of digital only operating models which are fundamentally changing the economics of distribution
Rapid advances in mobile technology providing customers with unparalleled access to information.
These innovations and digital disruptions have led to a paradigm shift in the balance of power between business and the customer. With the proliferation of new channels – the power to influence and be influenced, now sits firmly with the customer.
Say hello to Customer 3.0! Hyper-connected, spoilt for choice and with a ‘want it now’ attitude, they’re shaping the digital eco-system and shaking up the way companies do busines