CustomerKIND

Swindon, United Kingdom, Wiltshire United Kingdom

Customers are humans, yet with automated communications on the rise, organisations are at risk of reducing relationships to a rational, transactional and generic basis. People are not algorithms, and the secret to success in today’s hyper-connected, digital era is to deliver customer experiences that ignite emotion and increase brand consideration at every touchpoint. I believe that companies need to fully embrace customer-centricity to thrive in this environment. Digital and social media should be seen as an opportunity to provide a compelling service wrapper, as well as channels for eCommerce and marketing. CRM has evolved into the broader art of customer experience management and ...