‘Has it all gone too far? Are we losing the human connection? Consumers and brands are still figuring it all out, but when it comes to how businesses approach their relationships with customers, Houston, we have a problem.
Customer experience, after all, is made up of a variety of touchpoints and interactions that a consumer has with a brand—its products, services, employees, even its cultural values—across multiple channels over the course of the relationship. Almost all of it is driven by emotion and how the customer feels about the experience. A PwC survey of 15,000 consumers found that one in three customers will leave a brand they love after just one bad experience.’Marketing Dive, Hey marketing execs: People are human, not data points
We mustn’t forget how incredibly important it is to make the effort to personalise content and have that human touch when engaging our customer base.