The Customer Experience Mandate: eMarketer Features Work & Co

In an age when customer expectations are fueled by always-on, digitally connected behaviors, eMarketer has just released a new report to help brands navigate the shifts. Including insights from Mohan Ramaswamy, Strategy Partner at Work & Co, the report highlights how customer expectations for brand relationships have changed, and it provides a number of strategies for businesses to consider in how they organize, behave, and engage.

“Cutting-edge experiences are setting the expectations for consumers across every interaction,” Ramaswamy said. “Consumers don’t think in terms of categories or industries. If Uber can allow anyone to get a ride without ever having to take out a credit card, then these types of seamless experiences will become the standard. Brands should seek to understand how digital product innovations are driving these expectations, and how to organize for success.”

The eMarketer report, “The Customer Experience Mandate: Brand Strategies to Meet and Exceed Customers’ Always-On Expectations,” looks at the new standards for customer expectations, and how they are shaped over time and across touchpoints. More from the report can be found on eMarketer, with the full report available to subscribers.