Relation client : les générations Y et Z de moins en moins « loyales »

Article en anglais : The Coming C-Change in Customer Relationships

When was the last time you researched customer segmentation for your business? When was the last time you mapped your customer’s decision journey?

If your business is like most others, you probably studied how customers interact on the web and in the real world some years ago. But, have you observed how customers use mobile, apps, blogs, and social networks to grok how they find you and how they decide for or against you? Believe it or not, there’s a stark difference in behavior between the online customers we know and the connected customers of today.

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