Today, we all expect a smooth experience in every aspect of our digital lives, whether that’s talking to friends or making a purchase, planning a trip or contacting a brand for customer support. All businesses and app developers today are participating in the experience economy, where the experience they provide to customers can have just as much weight as their product, service or app itself.
When we’re thinking about businesses communicating with consumers, the experience economy means choosing the right channel at the right time and in the right context. It’s no longer a case of the business dictating which channels users can or can’t use to contact them – you now have to interact with individuals on their preferred channel and on their terms.
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