The stationary trade has long feared that due to the growing number of digital channels customers will turn their back to traditional brick & mortar stores. But many customers use online channels as starting point for all their product researches.
Work on your Customer Experience
Customer experience is a growing sector within the digital transformation and rightly so. Customers don’t depend on a company’s marketing and sales information anymore, but can inform themselves and move freely through the customer lifecycle (at their own pace). Furthermore, they can compare products and companies with a quick search on Google.
To avoid higher churn from your leads and customers and keep your customers happy, you have to focus all customer-related areas in your company towards the customer’s needs.
The ec4u blog informs
– Find out why touchpoints don’t just mark the buying phase of your customers but also influence your relationship with them.
– Best practices on customer experience-strategies, examples from your customer’s daily life and customer psychology to really find out what your customers want.
– Why digitalization alone is not enough to create customer experiences that amaze.
Find out how customer journey management helps you elevate customer experience, connects marketing, sales and services and uses digital tools to optimize processes.
And now: enjoy our blog
Today’s customers are curious and use their smartphones even when they buy in shops. From research to purchase to payment – the smartphone has become an integral part of most customer’s shopping experience. Natalie Bührmann explains, how customers make use of their smartphones during shopping.
With the invention of the printing press in Europe in the 14th century (and the much earlier inventions in China), a new age of enlightenment and information was born. The digital transformation works in similar ways: It has never been easier to obtain information on your own.
To measure how successful campaigns and strategies really are, you need numbers. The conversion rate is one of those numbers and especially important in any marketing team.
What do you do if one half of your customers still uses the fax machine and the other prefers doing business only via their smartphone? More and more studies prove that old and young generations have different demands for a perfect customer journey – but how should companies accommodate both?
A while ago, a German „Marketing expert“ embarrassed himself by writing about his secret trick to gain more followers on Facebook. His solution: simply buy a few hundred thousand followers, after all, they hardly cost anything.
A new study by the consulting firm Price Waterhouse Cooper shows that CEOs in the telecommunications industry are optimistic. However, for their future plans what fields should be optimized and worked on, customer experience plays a surprisingly small role.
With his master thesis, our consultant Tobias Klumpp looked at the balancing act between personalized communication and the customer’s comfort level concerning privacy. In this blog entry, he asks the question: where do our customers draw the line and what can we do about it?
Torsten Ücker’s working focus at the moment is E-Commerce. Since 2003 he has been with ec4u expert consulting ag and has already worked in the field of Customer Relationship Management before. Meanwhile, he was working on many projects with different companies and in doing so he had the chance to get to know many diverse …
Ralf Kalmes is Director Professional Services at ec4u expert consulting ag and responsible for the telecommunications business. He has been with ec4u for 11 years already. We asked him some questions about this topic.
Social media
