In addition to focusing on delivering their core product and service offers, today’s companies must increasingly also deliver customers an engaging digital touchpoint experience.
This multiple touchpoint experience relies on the effective use of various interactive digital media channels, including company websites, blogs, a presence on social networks (ex. Facebook & Twitter), as well as dedicated mobile and tablet apps. It also includes direct e-mail, digital advertising and APIs used for interfacing with 3rd party applications.
This shift comes as increasingly more people prefer to interact with companies via digital channels. This experience usually offers users interactions that are automated, more convenient, quicker and more streamline. This in turn helps save time, lower the transaction costs for both parties, and can lead to greater overall customer satisfaction.
The shift to digital touchpoints is only going to continue, as more people who grow up using the Internet also become consumers and decision-makers.
Companies who don’t offer customers a digital experience will be left behind. Still, many are not yet sure how to take part, and in some cases don’t fully understand the tangible benefits it can bring them and their end-users. (more…)
