Today customers have more choices, higher expectations, and greater influence. The voice of the customer has never been louder and has taken control of the conversation and forever changed the relationships with brands. Customers decide how, when, and where they want to engage with your brand—whether it’s in the store, on the Web, over the phone, or across their social networks. They expect you to know who they are and what they need, and to seamlessly recognize them at every touchpoint. And with the plethora of new social channels amplifying the customer’s voice, peers now have greater influence over the.
