Understanding Modern Customer Engagement

How do businesses see customers differently now?

• Customers are just buyers.

• Customers are passive.

• Customers are active online, sharing opinions.

• Customers only shop in stores.

How do customers shop now?

• They only shop in stores.

• They use a straight path to purchase.

• They jump between phones, laptops, stores, and chats.

• They avoid online shopping.

What’s a “platform” business?

• Companies that sell products directly.

• Companies that connect people instead of selling products.

• Only traditional retail businesses.

• Companies that avoid technology.

How do businesses use data?

• To predict trends and fix problems

• To ignore customer needs

• To increase production costs

• To complicate processes

Why break down “data silos”?

• To share data and see the big picture

• To keep departments isolated

• To reduce data sharing

• To increase competition

What’s a “data deluge”?

• Too much data to handle

• A lack of data

• Organized data

• Data from a single source

Why is bad data a problem?

• It leads to bad decisions

• It reduces costs

• It improves accuracy

• It simplifies processes

What is "agile innovation"?

• Testing ideas quickly and updating products based on feedback

• Developing products slowly and methodically

• Ignoring customer feedback

• Launching products without testing

How do startups innovate better than big companies?

• By avoiding risks

• By experimenting and adapting quickly

• By sticking to traditional methods

• By focusing only on profits

Why use A/B testing?

• To test two versions and see which is preferred

• To avoid making any changes

• To ensure both versions are identical

• To eliminate customer choice