To improve the consumer experience

[sujonkumar630]

Digital transformation is a reality . The coronavirus pandemic has shortened the timeframe in which consumers were expected to move from an offline world to an online environment . Mobile phone use has grown by 705% during lockdown, while e -commerce grew by 36% in Spain in 2020 , the third largest increase on the entire planet. And this trend is here to stay.

In this context, companies have to adapt to a demanding and unfaithful consumer, because the market is within reach. That is why they must prioritize factors such as omnichannel, precise knowledge of the customer phone data journey and the humanization of processes. redk CMO , Hideki Hashimura , develops these keys to improve the consumer experience, which constitute a roadmap for brands if they want to survive and grow in these circumstances:

Omnichannel : The advancement of technology has simplified it, so that it is now within the reach of the consumer. They have access to highly developed technology at their fingertips - literally - through different devices. At the same time, it has complicated it, because we mix these channels and expect immediate responses through any of them. The consumer is on the phone, by email, but also on instant messaging applications, on your business website or on your social networks. Therefore, you cannot ask them to adapt to your needs, but you must be the one to adapt to them . Omnichannel can give you a real competitive advantage .