The communication climate for retailers and consumers is in a tailspin. Consumers are now able to access information 24/7 and are demanding a multitude of options as they gravitate towards a dizzying array of new devices, interactive channels and communications methods.
Providing an efficient and profitable omni-channel customer experience is now the new standard for sustainable success. Successful retailers have down through the years re-invented how they do business because they have always kept the consumer at the heart of what they are doing. They don’t do consumer surveys for the sake of ticking that box – they see such engagements across all consumer demographics as vital to future-proofing business strategy. Consumers across all sectors now require service when, where and how they want it.