The emergence of the digital era has tremendously impacted every aspect of our lives and stimulated more job opportunities throughout the digital sector. Areas like UX/UI, website and app design have exploded over the past decade, especially in the last 5 years due to the demand and increase of numbers in mobile users. Our society is becoming dependent on mobile tools and marketing is rapidly adapting to meet these needs. Digital marketing is becoming increasingly intelligent in the way it interacts with consumers, it almost creates an artificial yet personable experience for users.
An example of technology replacing customer service was first seen on the Sephora website, where customers are able to narrow down their shade of foundation by filtering out the brands they use and their colour references. Sephora then is able to determine a product of theirs that uses algorithms to match their products in hopes to suggest something that deliver the same result, if not better.
Interaction between customers and technology are almost effective but not as personable and tailored. Human interaction is what maintains relationships and creates a more service-centric approach. Digital marketers hopefully could learn from the impact of face-to-face interactions and replicate their digital marketing strategies into a more humane approach and eliminate robotic or automatic strategies such as sending emails to all subscribers.
What do you think about online services and what are the gaps between visiting sales advisors in store, as opposed to an online service consultant?
Fifi's blog 
I’m someone who loves to shop online as opposed to going in-store. But you’re right, sometimes it is missing that service-centric approach and that personalised process of shopping. I am interested in seeing how a digital service consultant can bridge this gap.
LikeLike