The customers of today are different from the yesteryears. Today is the era of digital savvy empowered customers. Both underlined words have a lot of significance for us.
Today’s customers are digital savvy. They search, research, compare and make most of their buying choices online. Though this trend is most applicable to developed countries, it is catching up with the customers in developing countries as well (as e – commerce and internet development in these counties pick up). They can make or break the reputation of a brand at the click of a mouse. They have the power to choose, change loyalties, provide feedback and voice their opinions in public forums. This leads to continuous evolution of their needs and expectations from companies and their brands.
Brands need to realize this fact soon and start becoming more customer centric in everything they do or else they will perish sooner than later.