A New Era: The Customer Experience

Thuha Tran
Jul 23, 2016
2 min read

Marketers today understand that technology will drive the way we reach out to our consumers. I recently attended a seminar driven by a company whose whole concept is using the power of the Cloud technology. Even though the event had a 'sales' focused, there were a few key points that we all should know if we want to connect with our target consumers. My takes on the seminar:

The Force is with you:

There are 3 key forces or trends that you should be aware of so that you can be responsive to them.

1. Connection

Today we are all connected through global networks. By 2018, The Statistics Portal forecasts the number of mobile phone users worldwide will reach almost 5 billion. That's a lot of people staying connected with each other. It also means that there are many touch points a customer will go through before they see your brand.

2. Collaboration

Gone are the days where our network is connected by 6 degrees of separation. Today, we have a much closer network due to the internet and all the social media platforms we have access to. This "3.6 degree of separation" as stated by Salesforce's Asia Vice President, Simon Tate, allows us to take advantage of co-creating products and services or being creative in our marketing strategies to cater to our customers.

3. Intelligence

We live in a data-driven society. The internet allows us to collect thousands of data everyday on many different topics. As marketers, we can take these data and turn them into insights into a customer's lifestyle and purchasing behaviour. Then create marketing strategies to get our brand into their eyes.

The ultimate goal: Using what's trending with what we're doing as a business to stay on top of the new era in marketing...taking the customer on their own journey to create that positive customer experience that will in turn generate a conversion for the company.

As marketers, we need to inform management and get management involved so that all departments are on board to streamlining things in order to make the customer experience one that they will remember. From concept, planning to implementation takes stages and everyone must be on board to build a better pipeline.