By Llorente & Cuenca
Published in The Holmes Report on February 5, 2019.
We live in a constant paradox. As technological disruption drives us into a race for accelerated transformation, our humanity also seems to cling more than ever to the ground to claim the importance of who we are and our relationship to the environment. The trends for 2019 revealed in this report reflect this tension regarding consumer engagement.
Customer Experience
Different brands and companies, especially those focused on the premium segment, often tell us that “luxury is in the details”. No matter how advanced in technology, the basics of customer service are the keys to a lifetime.
The CISCO report “Customer Experience in 2020” reveals that 70% of purchasing decisions will be based on the consumer experience and, according to VentureBeet, by 2020, the average person will have more conversations with bots than with a partner.
The question of how to apply and capitalize on technology and digital strategies to marketing is a simple one. However, although the implementation is complex, the brands that dare to provide in the coming years not only a successful buying experience, but an after-sales phase that keeps the flame burning, are those that will have lasting marriages with their consumers.
“Today’s consumers are eager to share their experiences on social networks and only brands that are aggressive in their way of communication and integrate different areas of knowledge to marketing strategies such as design, psychology, content production, sales and public relations, are those who will maintain consumer preference.”
– Melissa Uribe, Marketing Director of Bacardi Mexico.
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