The Missing Component to Winning in the Experience Economy – Understanding Your Customer Truth™ Is the Key
Digital transformation. Voice of the Customer. Big Data. Customer Experience. Data-driven, customer-driven business. Today’s businesses and brands face more disruptors today then they have since the industrial revolution with every customer interaction and touchpoint becoming more and more important each day. The Experience Economy is forcing brands to rethink, innovate, create and automate their customers’ end-to-end experience to gain and keep customers.
It isn’t enough for businesses to simply gain an understanding of their customers in terms of their experiences with brand, product, and services. Brands need to understand their customer holistically—their lives, the attitudes, options, and values. In essence, they need to understand their customer’s truths.