Unless your head (or your head of marketing) is buried in the sand, you’ve seen how the brand/consumer relationship is fundamentally changing from transactional to a fluid, always-on conversation.
After all, 75% of consumers now expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person). In addition, 81% of consumers want brands to know when to interact and when not to. If consumers aren’t getting a consistent, empathetic cross-channel experience, it’s easier than ever for them to jump to a competitor. For example, 70% of consumers say that technology has made it easier than ever to take their business elsewhere. Read More →