Customer Experience in the Digital Age

CUSTOMER EXPERIENCE IN THE DIGITAL AGE New survey shows customers are comfortable interacting with businesses and brands in the digital age Websites second only to word of mouth in driving brand affinity Word of mouth (28%), company websites (25%) and in-store experience (18%) weighed most on brand affinity website SOCIAL MEDIA 48% prefer emailing companies 19% phone 18% website 13% in-person 2% chat 0% texting 0% social networking Only 7% brand experience affected via social networking The computer is king 56% most likely to be on a computer when buying goods 24% in person 10% on mobile devices CUSTOMER COMPLAINTS 45% say wait times biggest customer complaint 32% most put off by unhelpful company reps 9%: inferior websites, 9%: too much email, 3%: untargeted promotions, 1%: unresponsiveness on social networks 97% will forgive poor service if company corrects problem Surprise! 69% are okay with exchanging personal data for better, more personalized service BUSINESSES MUST: Optimize the digital experience for customers Provide customers with a number of communication channels, but.. Make sure they know where to go for the most responsive service Kentico 200 users surveyed online February 2013 CUSTOMER EXPERIENCE IN THE DIGITAL AGE New survey shows customers are comfortable interacting with businesses and brands in the digital age Websites second only to word of mouth in driving brand affinity Word of mouth (28%), company websites (25%) and in-store experience (18%) weighed most on brand affinity website SOCIAL MEDIA 48% prefer emailing companies 19% phone 18% website 13% in-person 2% chat 0% texting 0% social networking Only 7% brand experience affected via social networking The computer is king 56% most likely to be on a computer when buying goods 24% in person 10% on mobile devices CUSTOMER COMPLAINTS 45% say wait times biggest customer complaint 32% most put off by unhelpful company reps 9%: inferior websites, 9%: too much email, 3%: untargeted promotions, 1%: unresponsiveness on social networks 97% will forgive poor service if company corrects problem Surprise! 69% are okay with exchanging personal data for better, more personalized service BUSINESSES MUST: Optimize the digital experience for customers Provide customers with a number of communication channels, but.. Make sure they know where to go for the most responsive service Kentico 200 users surveyed online February 2013