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Infographie : l'avènement de « l'Internet des Clients »

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Avec l’avènement de l’internet mobile, le consommateur d’aujourd’hui est en permanence connecté. Et grâce à l’explosion des réseaux sociaux, son pouvoir sur les marques s’est considérablement accru. D’un tweet ou d’un commentaire, il peut plébisciter ou rejeter un produit, faire ou défaire une réputation.
Confrontée à cette nouvelle donne, les entreprises doivent repenser leur stratégie client. Comment s’adaptent-elles ? Quelles sont les technologies au cœur de cette révolution ? Pour répondre à ces questions, The Economist Intelligence Unit (EIU) a interrogé plus de 1 300 chefs d’entreprises.

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