Building 'Customers for Life'…Providing

Outstanding Customer Experience in today's

shifting dynamics in Customer Management

Customer experience is evolving every day. Consumers are increasingly detached from the channels that companies

have traditionally used to reach them, and our next purchase is as likely to be influenced by our experience with

social media as it is by a conventional marketing program. This change has not only affected the way that consumers

make buying decisions, but it has also contributed to meaningful shifts in brand perception and product loyalty.

The ability to identify and engage with the right slice of the customer pie has always helped to determine who wins

and who loses in the marketplace. But in the era of real-time and social media, this need has taken on even greater

significance. Customers organize themselves into increasingly well-defined communities, with new sources of

information and narrower sets of common interests. As users continue to engage with companies in this way,

marketers have a golden opportunity to learn more about their customers and what interests them. The challenge

however, is that traditional CRM solutions sometimes struggle to keep up with the changes that social media

platforms and new technology continue to create – a need that will be critical for success in a customer-centric age.

Only by thinking ahead and adapting to changes in consumer preference, will organizations be able to rise above the

competition and maintain life-long customers. Meeting the challenges of tomorrow's marketplace won't happen by

accident. It will require listening harder, acting faster, and giving more. That means holding onto the service models

that have worked in the past, while opening up new channels for consumers to get what they need. It means better

technology, more information, and simpler solutions.