Are you part of a B2C company? If you’re not, you no doubt interact with them as a consumer, so the following is relevant to all of us. A recent Salesforce blog post titled, “Micro-Moments to Transform the Customer Experience”, starts off with a bang: "According to the fourth annual "State of Marketing" report, here, brands are increasingly competing on customer experience. In fact, 52% of B2C customers are likely to hop to the competition if you aren’t delivering a personalized experience."
52% is an astounding number. The article focuses on “micro-moments”, a term credited to Google. Micro-moments are all those time consumers turn to their mobile devices to answer an immediate question. They are key opportunities to present a great customer experience and even to increase customer loyalty. Each time we look for a review, check on status of a shipment, pull up tickets on our phone and so forth are key elements of our relationship with any business, including yours.
The blog post has stories from many different companies about how they are using these micro-moments to improve the customer experience. It’s worth a read, it may spark a great idea for your company!