Insight to inform customer engagement
It is human nature that people don’t always react as we expect.
Because even though we think we are always acting and thinking in our own best interests, we are not rational.
In the current situation, it is even more difficult because this experience (the current ’new normal’), is changing expectations and perceptions of what is important, which is in turn influencing preference and decisions.
For marketers, gaining regular insight into what customers want, care about and need (now) is a crucial step in protecting and deepening relationships with customers – and an important tool when reviewing engagement plans and content.