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Credit: Ansira

Customers expect outstanding experiences with brands at every interaction. Whether a customer is purchasing a cup of coffee or a luxury vehicle, the experience must be seamless and personalized or they will find another brand to meet their expectations. Brands are no longer simply up against their traditional competitive set, but now have “experience competition” with which to contend. Society has grown reliant on technology to make brand interactions richer and more satisfying. We can opt in or opt out, decide when and where we want to receive offers or often, unknowingly, influence the offers presented to us. If experiences don’t live up to our expectations as consumers, we’ll simply abandon the brand relationship. Empowered consumers have ushered in a new era in business. At Ansira, we call this new era the Expectation Age.

We entered the Expectation Age with innovations such as virtual reality, dynamic ads and mobile-first technology that have evolved to ensure the customer is at the center of every marketing move. To compete, brands must deliver seamless experiences at every point of the customer journey. We are no longer living in the Information Age of broadband and SMS. Technology has now made the brand-to-customer connection easier, but it has also given customers the authority to demand more from companies. How do brands address the gap between the products and services they deliver and what their customers expect?

Continue reading at AdAge.com