We all know customers have changed. They can voice their dissatisfaction with you, complete most of the buyer’s journey without you, and even seek out support and service without you. If you’re a business, you have two questions to ask yourself: 1) Do you really want to become unnecessary to your customers? and 2) What are you going to do about it? Denis Pombriant is assuming your answer to the first question is a resounding “No!” and in Solve for the Customer, he provides solid, realistic advice to help you answer the second question.
The original article can be found here: http://www.ecommercetimes.com/story/81936.html?rss=1
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