How Message Convergence Leads to More Profitable Customer Relationships
The challenge becomes immediately evident: To meet customer expectations, you need to know who they are, then act on what you know by delivering meaningful content through the most contextually relevant channels. Oh, and this needs to be done right now. The risk involved also becomes equally evident: You could lose vital connections with your customers for communication and commerce if you don’t meet their expectations.
As detailed in a new whitepaper from Message Systems, Preparing for Message Convergence, David Daniels, CEO of The Relevancy Group, a marketing consulting firm, says he believes that message convergence is the only viable strategy for companies to stay connected with their customers in this new reality of changing customer communication behaviors, heightened expectations and, most importantly, control.
I see this new reality as disrupting traditional marketing and sales cycles, and radically altering how online communication and commerce gets done. In fact, it’s already happening with mobile, and that’s just the leading edge of what’s coming.
Yet as daunting as the challenges and risks may be, the opportunities are truly enormous for those companies that break free of their silos, put the customer at the center of their business model and get message convergence right. Find out more about how message convergence can enable you to stay connected with your customers. Be one of tomorrow’s winners.
Related story: Recalibrating Your Digital Messaging Infrastructure, Part 2