Consumers of every age are more active online than ever. To maintain the loyalty of their customers, businesses must provide engaging customer journeys that exploit the possibilities of the digital space. The road to the strongest customer engagement begins with a better class of cross-network conversations.
The year we have been through brought about many changes to the routine of daily life, including customer routines. And not surprisingly, some of the new consumer behaviors are here to stay. Many consumers engaged with brands through channels that were either little-used or inaccessible before.
Even the most traditional consumers were forced to go from in-store experiences to online shopping. It is now very common for all customer demographics to chat with a brand on WhatsApp for support, return products directly from your home.