Customers are Changing and so are Businesses

摘要

Technology is changing the customer, and customers are changing products and products are in turn transforming businesses. In other words, demand is morphing supply. Today, products and customer experience are no longer something that businesses offer and customers buy. They are instead forging a link between the two and facilitating a two way interaction, thanks to Customer Experience Management strategies embraced by businesses. A few years ago, a global FMCG major launched a project in which a sensor was embedded in its soap to monitor the hygiene practices of end customers. The soap, launched as part of the company's hygiene campaign in various markets, helped it gather data on end customer behaviour while meeting its publicly stated CSR goals.