Despite companies’ best retention efforts, digital disruption is eroding loyalty among ASEAN customers. What must organizations do differently to win it back?
Alison Kennedy, Managing Director of Accenture Strategy ASEAN shares perspectives on reversing the decline in customer loyalty.
Companies don’t “own” loyalty; they simply have it on loan for short periods of time, from one interaction to the next. Digital has confirmed the need to delight or surprise customers on an ongoing basis.
Sales organizations are struggling in the new digital world. Approaches that worked for decades are no longer effective. But the same digital technologies that have upended traditional sales can help forward-thinkers effectively reinvent their sales management approaches
Companies have made significant investments to enhance their digital capabilities. However, these investments haven’t delivered expected results. Why? Most companies are using an outdated customer model that doesn’t account for how digital has impacted customer behaviors.
With nearly half of smart-phone owning millennials discovering brands on social media and the inevitable 'digitization of everything' through connected devices, social could quickly become the dominant means of talent acquisition, customer research and customer service.