The Internet of Customers is possible today because changes in technology is enabling us to engage in new ways with customers through social, mobile and connected cloud technologies.
With 4.5 billion social users on Facebook, Twitter, YouTube and a host of other networks, companies can reach out to customers and have conversations at massive scale. They can not only solve their problems, but engage with them to market and sell add-on products and replacement products.
And the rapid growth of social is fueled by the rise of mobile. With 5 billion smartphones expected by 2017, mobile apps have become a new way to engage customers, employees and partners. Smartphones have become the dashboard to our life, helping us connect to products, people, information and much, much more.
But even larger than the number of connected people and connected mobile devices are the number of connected products. There are over 50 billion connected products expected by 2017. These connected products let you engage customers as they use your product or service. When customers opt-in, you can gather usage data, help them improve their experience, and solve problems as they appear.
And of course, none of this would be possible without the cloud. Social networks would exist, mobile phones wouldn’t exist, and products couldn’t connect. The cloud gives us an unparalleled ability to quickly connect everything together.