Know me: Hyper-relevance
Consumers are in control – they reward relevance but punish irrelevance by clicking away, disengaging and broadcasting their dissatisfaction through social media or word of mouth.
21% of consumers across all industries agreed their providers offer them a tailored experience while 26% disagreed.
26%of respondents posted negative comments about a bad customer service or support experience in the past year.
Show me you know me: Relationships at scale
Thanks to technology, businesses now have rich channels through which to communicate with consumers in much more personal ways. Digital brings a new level of intimacy but companies must redefine how they create trusting relationships with customers online and offline.
79%of consumers find false expectations in marketing and selling to be a major source of frustration.
44%of consumers who do not use online sources to learn about products and services would agree to use them, if they would get some form of guarantee that they will not be spammed afterwards.
Delight me: Seamless experience
Traditional channels remain as important as online channels yet providers continue to "bolt on" new channels rather than integrate them. The result is they’re falling short of giving the customer the seamless multi-channel experience they demand.
6the average number of channels customers are using for prospecting, with the majority relying on digital and traditional channels.
65%find it frustrating when they’re presented with inconsistent offers, experiences or treatment through different channels when shopping for the same product or service.
Enable me: Inherently mobile
The mobile channel’s importance to consumers throughout the sales and service relationship with a provider is established and growing.
38%of consumers accessing service through digital channels use their mobile device to do so at least half the time.
45%of consumers said offering better service and support options via their mobile device would have made a difference in their decision to switch.
Value me: Naturally social
Social media has fundamentally changed the ways in which people interact and is not just a new channel for pushing information to consumers. The power balance has shifted from companies to consumers as they can easily “raise their voice”, control the interaction process, and collaborate and co-create with other customers.
83%of consumers in emerging markets use sites like Facebook, Twitter, Pinterest etc. for personal reasons such as interacting with friends and family.
28%of consumers agree that positive and negative comments posted on social media sites contribute to their consideration of buying a given product or service.
23%report they are more likely to do business with a company that they know can interact within a social media environment.