The Connected Consumer: Strategies for Mobile & Social Challenges

Mobile technology and social media — once hailed as the future of retail — have arrived. Guest blogger Dr. Gary Edwards, Chief Customer Officer of Empathica discusses how it’s critical for companies to understand how customers use mobile and social channels to interact with their brand, and then devise strategies capable of facilitating meaningful dialogues and better customer experiences.

It’s no secret that customer experiences are the lifeblood of any successful brand. Savvy brands aggressively pursue meaningful customer connections in an ongoing quest to transform one-time purchasers into loyal brand advocates.

But delivering differentiated customer experiences that really stand out, especially for brands that are struggling to keep up with an increasingly competitive marketplace dominated by “constantly connected” consumers.

For better or worse, technology has given consumers the power to forge instant connections with brands and other consumers.

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