“You will never walk alone” is the world- famous motto of Liverpool FC and also the main promise, in fact, the main value proposition, that we, at Altitude, bring to our customers. So, what’s the relation with the key trends for customer journey management?
For years now, digital technology has made customers a formidable force. From smartphones to social media, technology has given consumers tremendous power to compare prices, complain loudly, interact with companies on a wider range of issues across a growing array of communication channels. Consumers’ relations with companies are now more akin to a journey where consumers take advantage of technology to evaluate products and services, test, add and remove choices. It includes a feedback loop where customers keep interacting and evaluating products and services during and after purchase, putting pressure on brands to perform and deliver an ongoing positive experience.
"For years now, digital technology has made customers a formidable force."
But big changes are afoot. And here comes the “you will never walk alone” part, as companies increasingly can go beyond investing in new technologies and capabilities in a bid to be relevant and exert influence over how customers make their purchasing decisions. More and more, companies can actively shape those customers’ journeys and turn the ability to influence and support the journey into a critical source of competitive advantage, especially as overall customer satisfaction indicators continue to decline across industries.
Pictured : David Romero