Customers’ Digital Needs

The past few years have signaled a radical digital transformation in consumers’ interactions with businesses.

Adaptation is the name of the game in the business world. Businesses in the modern age must prioritize adjusting to customers’ digital needs. This post will cover some strategies for businesses to update their customer engagement and interaction approach.  


Search Model vs. Request Model

One of the biggest changes is moving from search-driven to request-driven models in search engines. Traditional internet search behavior works like this: The customer makes a specific query, and the search engine brings up various websites. The customer compares and contrasts prices before making a final purchase decision. 

Now, compare this with a request-driven search model. The customer enters a specific query, but instead of listing different relevant websites, the platform collects information and, using generative AI, produces unique results tailored to the user’s preferences, search history, etc. 

The main benefit of this kind of generative request-driven model is the high degree of integration. The traditional search-driven model provides a more fragmented experience in that the customer looks at separate websites to compile the relevant information. A request-driven model instead provides a more unified and cohesive search experience by compiling the information into a single generative response. 


How Generative AI Is Changing Digital Marketing

Generative AI is poised to change the face of digital advertising as we know it. Another avenue for adjusting to customers’ digital needs is how businesses handle SEO. Traditional keyword placement and link-building SEO strategies must consider how generative AI pulls information from websites. In that sense, the accuracy and timeliness of information become even more important. Businesses with out-of-date or inaccurate information risk being left out of generative AI results. 


How Should Businesses Adapt?

Here are a few adaptation strategies to consider as a business owner:

  • Investing in technological adaptation: Companies must embrace new digital tools, such as machine learning and generative AI, to fine-tune their marketing strategies and go with the flow of changing customer preferences. 
  • Prioritizing social media accounts: Social media remains a powerful platform to engage on a personal level and build a brand reputation while adjusting to customers’ digital needs.   
  • Focusing on customer experience: Now more than ever, customers are looking for streamlined digital convenience. A bad customer experience can forever push a customer away from your brand, so creating a user-centric approach is paramount.  


The Takeaway

You've got to respond to the radical digital transformation in your consumers’ interactions with your businesses. Be aware... Be focused... Be responsive.



Additional Information

FullEStop: How to Understand Digital Customers & Give Them What They Want

HBR: 4 Principles for Improving Customers’ Digital Experience



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By Denis Wilson

Cybersecurity Expert, Small Business Technology Consultant, Managed Services Provider, Managed IT Support

Thanks for reading this post. I always take into mind that your time and attention are precious. And these posts need to be timely, to the point, and short. For more tips on thriving with small business technology, check out the other blog posts at DWPIA Blogs. You can also find me on LinkedIn, YouTube, and Facebook

I am also a published author and speaker on cloud computing, work-from-anywhere, and cybersecurity. I work extensively with business and professional associations to provide small business technology education programs.

Contact me if you have any questions about the subject. I'd be happy to spend 15 minutes discussing it with you.