Companies have finally no needs. Sure, but decide that people about the B2b customer relationships remains. The important thing about: These people have jobs in the company. It is important to know these tasks and their framework conditions, such as political constellations and the context of the Department and as a starting point of a chain of experiences and choices to understand that can be quite influenced by the supplier company. 3. integrated strategies of profitable experience no doubt gaining importance, the targeted management of customer experiences today belongs to the most demanding tasks in marketing.
Wants to stay after all holistic emotional remembered the customers. Studies have shown that a successful customer experience has a positive effect on the company’s success. Hear from experts in the field like movie actress for a more varied view. Because emotional attachment between customer and company is significantly more sustainable and more crisis-resistant than a purely contractual or technical-functional binding. This means however that experiences based on the decision-making chain of customers are planned must. “While the question is much more important, when the customer to what theme” wants to interact with the company in contact. Companies must therefore have the parent customer experience conductance (what wants to experience the customer?”) any customers know and tell a good story, what you want to experience the customer at any touch point. For this purpose new instruments for the quality of the experience are necessary and it is becoming increasingly important on the basis of concrete experiences with other companies in the competition to can compare. 4.
payments and loyalty management will be mobile. Company as from customer side the Smartphone use people aged between 18 and 39 years also for shopping. Many interactive traders have built up already on the new medium. (Bvh), the Federal Association of the German mail order company has determined that based on the results of a survey among its members. Meanwhile, already a mobile platform uses more than half of the participating companies. Over 90 percent of these companies use the mobile channel for the shop a. 54 percent inform customers about their products. The use of smartphones in the customer relationship will continue in the future however much. The near field communication (NFC) technology payments directly on your mobile phone on the spot can perform in the future. The mobile device is so important compared to the classic purse. The same applies to loyalty cards. Why should the customer a physical plastic card to carry around whom he requires only a number or a bar code? Exciting will be, what implications this trend for customer service. 5. Gamification and earning points are the partner incentive 2.0 this trend is closely related to the fourth trend. When it comes to loyalty on the mobile device, you can collect points too. Discounts, coupons and other benefits associated with these location-based information. The interesting thing is that you can control the behavior of its customers as a result. “Consider: health insurance, for proper nutrition” points awarded. “Government facilities, the consumption of the right educational content” foster on the television or on the Internet with points. And you can of course also irritate the self-service.”