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Fullscope Blog

A real-world look at digital transformation.

Why Your Current Customer Experience Won’t Work for Today’s Services Buyers

By Jennifer Alspach | May 29, 2017

Improving your customer experience matters. But it’s also important to understand which experiences aren’t working for today’s consumers. Today’s consumers are empowered by technology like never before, and have access to information like never before. That’s a powerful combination.

Today’s empowered consumers have unique ways of researching, preferred methods of purchasing and progressive styles of communicating with brands that professional service firms simply should not ignore.

Today’s digital world is progressively changing the way clients interact with professional services firms.

Noteworthy Buying Power

According to Pew Research, Millennials now make up the largest generation at over 75 million. That’s a lot of buying power. What makes this demographic so unique is not just their size, but the way in which they interact with brands.

Millennials often lead the way in technology adoption, use of social media and interest in researching products and services.

Professional services firms aiming to reach this demographic, or even influence it, should consider ways to appeal to Millennials by offering innovative marketing and customer service channels along with a streamlined purchasing process.

For more on this topic, check out this eBook - Improve Customer Experience in 3 Tactical Tips.

About Jennifer Alspach

Jennifer is a seasoned marketer with a passion for CRM. She knows that CRM can help you work as smart as you do hard. Jennifer has a software focused background in Distribution, Manufacturing, and Services.

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