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The Digital Customer: It's time to play to win and stop playing not to lose

THE DIGITAL CUSTOMER: It's time to play to win and stop playing not to lose. After years of playing not to lose against the uncertainty and volatility of the global recession, companies are struggling to grow profitably. The Switching Economy Companies must adapt to the demands of a more dynamic empowered consumer and Trillion $5.9 address a potential "at play" of up to: Companies are not working hard enough to retain customers Digital adoption continues to rise, mobile online access accelerates the trend 66% 82% 89% 38% switched felt their service use at least one companies in at least one of ten access these sources at least half the time provider could have done something to prevent them switching online channel industries due to poor service in the past year when prospecting with an average of three digital via mobile channels Every Customer is a Digital Customer While different segments move at different speeds, understanding the new nonstop customer dynamics is critical Enabled by technology, customers have greater control and vary their routes within and across Customers have multiple touch points. The voice of others is more insistent The path to purchase used to be linear and predictable. Now, it is continuous as customers can constantly re-evaluate their options channels to suit their needs and influential at any given moment Explore the Nonstop Customer Model Play to win by creating a customer driven Show me you know me: Delight me: Seamless experience Relationships at scale experience 75% 6. Find it frustrating or extremely frustrating when companies The average number of channels customers are Know me: cannot be trusted with using for prospecting Hyper relevance personal information 21% 44% 65% Say their providers offer them a tailored experience Of consumers not using digital channels say they would engage if given a Find it frustrating when they're presented with inconsistent offers, experiences or treatment through different channels guarantee that they would not be spammed Enable me: Value me: Inherently mobile Naturally social 45% 28% 23% Say offering better service options via mobile would Strongly agree comments posted on social media Are more likely to do business with a company that they have made a difference in sites contribute to their know can interact within their decision to switch buying decision a social media environment Seize first mover advantage by offering multi-channel, seamless, hyper-relevant customer relationships at scale The Switching Economy: How are you going to grab your share of $5.9 Trillion? Find out more Source: Accenture Global Consumer Pulse Research, 2013. © 2013 Accenture All rights reserved. accenture consulting | technology | outsourcing High performance. Delivered. 4-

The Digital Customer: It's time to play to win and stop playing not to lose

shared by vickiemax on Nov 01
Though companies are facing profound consumer behavior changes largely driven by the digital shift, Accenture's ninth annual Global Consumer Pulse Research reveals that most companies across industrie...






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