Times have changed where it is no longer about telling consumers what a brand, product or service can do for them, rather, retention strategies are revolving on engaging with consumers around their ‘longings’ including various stated and unstated needs. In fact, applying design thinking principles to customer-oriented outreach can help enterprises to decode their user needs and deliver the right message, at the right time through the right channel. Learn from Keshav Arora, a design experience expert, as he shares his thoughts with CIO Review India Magazine on how aligning user experiences with underlying longings helps connect with customers at a level much deeper than value-based transactions.
To know more : Emotional Intelligence and Customer Retention – Keshav Arora