Pause for a moment, and think about the current state of social media and digital. Consumers are faced with more messages across more social and digital channels than ever before. It’s resulted in what I like to call an “era of infobesity.”
With consumer attention being the ultimate commodity, a theme has emerged among top companies. Instead of focusing solely on campaigns and other tactics, top companies are prioritizing the customer experience. Gartner predicted that by 2016, 89% of companies would compete mostly on customer experience.
The problem? There’s a significant perception gap in what companies believe they deliver and what consumers actually experience. Research from Bain & Company found that while 80% of companies believe that they deliver superior customer experiences, only 8% of customers say their experience was superior.
How do we close the customer experience gap? Social media and digital channels—and the content produced for them—present a huge area of opportunity for companies today. Content is something that companies produce daily. Tons of time, resources, and money are spent in producing content to captivate our customers, drive desired actions, and achieve business goals.
Why not maximize our daily content opportunities by translating them into experiences? (highlight to tweet) Here are four examples of how companies can maximize content to deliver remarkable customer experiences.
Customer Insights Power Personalized Customer Experiences
Remarkable customer experiences come from deeply knowing your customers and how to best serve them. Social media channels offer a powerful rea…
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