Blog

As customers' communication preferences and purchase behavior change,  businesses understand they too must change to better serve their customers. Finding the right tools or platforms to meet customer's evolving needs is only half the battle.

It’s a beautiful Sunday morning so you load your family up in your pick-up truck for a drive. You turn the key, but the engine calls out a couple sput sputs before the vroom of the engine kicks in. As the vroom alternates with sputters, all the lights on the dash shut off, but one – the check engine light. Something is wrong. Wouldn’t it be great if your truck could tell you exactly what is wrong?

“The usual?” You walk into your favorite small-town diner and before you even slide into your favorite booth, the waitress pours freshly brewed coffee into a mug on the table. Before you can down your first cup, the cook whips up your two eggs – sunny-side up, three slices of crispy bacon, and a side of perfectly golden toast covered in melty butter — just the way you like it.

That smokey, fresh-off-the-grill scent fills the air as the blade of your knife rips back and forth through the tenderness of a thick, juicy ribeye steak. The hunk of meat separates revealing a light pink center soaked with a deep reddish-brown juice pooling beneath the clean cut. The smell of a perfect mix of salty seasonings tickles your nose as your fork raises up a perfectly bite sized piece... Hungry yet?

A 7-year-old whispers “can you hear me?” into a plastic cup vibrating the string tread through a small hole in the bottom sending the message to their friend on the other end of the line. Count yourself lucky if you remember growing up using contraptions like this to communicate with their friends. In today’s digital world kids simply pick up a cell phone and shoot their friends a text or sends them a snap. The advancement of technology continues to push the consumer to embrace technology to make their lives easier.

Would you rather fly or drive to your vacation destination? How does taking a boat sound? Not everyone enjoys getting around the same way, but car, bus, plane, boat, or train, they’re all available for everyone to choose the experience that’s right for them. 

Picture this, it’s just past day break on a chilly Saturday morning. A fresh layer of crisp, white snow has fallen overnight, and you notice the sun trying to break through the hazy gray winter sky. You’re sipping on your second cup of rich, earthy coffee enjoying the peace and quiet of your midcentury farmhouse kitchen. The tranquil morning won’t last as your two young children will shortly wander down the stairs. Remembering your rambunctious childhood inspires you to reach out to your now elderly, mother and father. How do you contact them? Is your go-to a quick phone call, a simple text, or a more intimate video chat?

This is a very basic question that, in my opinion, every customer has the right to know about a company they are working with and invested in. You will see a whole bunch of different articles and methods talking specifically about what a company is working on and when to expect it. This is important, don't get me wrong, but if you're an outside customer looking in at a roadmap there are usually a few different reactions and questions that come up.