In today’s world where consumers are inundated with technology, information, channels, and choices, companies are prioritizing customer experience in order to stay competitive. According to Gartner, 89% of companies surveyed compete primarily on the basis of customer experience.
For example, when you buy an iPhone from Apple, you’re not just buying a phone. You’re buying a whole customer experience – from your initial website research, to opening the box, to making a Genius Bar appointment.
Your customers are experiencing and evaluating your company in a similar way, based on interactions at multiple touchpoints throughout the customer journey. How and what you communicate is just as important as how easy you make it for customers to reach you. To stand out, many companies are adding SMS, a technology everyone is already familiar with, into every
Article source: http://customerthink.com/tips-for-including-sms-into-every-stage-of-the-customer-journey/
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