The Digital Experience Platform blog covers the latest in innovative technologies to help you transform your business.

The Online Customer Experience Challenge

Guest Author

Web, mobile and social channels have ushered in what
Altimeter analyst, Brian Solis, referred to in a recent
WebCenter Social Business Thought Leaders webcast
connected consumers. These connected
consumers have more choices, influence and access to online information than
ever before. Engaging these customers
and earning their sales and loyalty can be a great challenge.

Customers decide how, when, and where they want to engage
with your brand--whether it's in the store, over the phone or on the web. They
expect you to know who they are and what they need, and to seamlessly recognize
them at every touch-point.

Newer channels like social and mobile have significant
implications on how customers engage with organizations online and what
businesses need to do manage the online channel more efficiently and
effectively. Social networking has amplified
the customer's voice and peers now have greater influence over buying decisions
than traditional marketing. The pervasiveness of cell phones and tablets has also
turned the online customer experience into an increasingly mobile experience,
bringing with it new challenges for engaging always connected customers who are
accessing the online channel with an ever increasing variety of mobile devices.
As a result the power has shifted from brands to customers, and the delivery of
an engaging online customer experience has become a great challenge for
businesses today.

We invite you to learn how you can start engaging these connected
customers through exceptional online experiences by viewing this screencast from the New
Business Imperative: Social, Mobile, Cloud Series

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