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It is estimated that 65% of consumers want the companies they do business with to improve the digital experience.
42% of consumers have stopped doing business with a company due to a hack that exposed customer data.
89% of companies consider customer experience to be the new competitive battleground.
The customer experience is a very recurring theme for all brands and it is not only selling a good product or service, since the attention and innovation that is given when solving a consumer problem is important. According to research by the fintech company Broadridge Financial Solutions Inc., they highlight that more than 69 percent of consumers want retailers to improve their customer experience.
Customer experience can be defined as all aspects of the buying journey, from marketing to sales and customer service, passing through each intermediate point that the client passes. In large part, it is the sum total of all the interactions a customer has with your brand.
In this sense, specialists detail that customers want to feel connected with their favorite brands, and they want the companies they buy from to know and respect them. Given this, the customer experience has become the main competitive differentiator of brands today, Therefore, companies must ensure that their strategies designed in this sector can offer personalized and pleasant interactions at each point of contact with the client.
Consumers want a better customer experience
With data from a recently published investigation by the fintech company Broadridge Financial Solutions Inc., it stands out that more than 69 percent, of consumers want retailers to improve their customer experience, a huge jump from 35 percent in 2019 and nearly as many, 61 percent, judge a retailer’s innovation based on its communications.
Also, the fifth annual survey of CX and Communications Consumer Insights, reports that consumers 43 percent prefer to make it easier to navigate account details online, and another 43 percent prefer clear communication. Allowing customers to select how they want to receive communications 25 percent.
The research highlights the various ways for companies to prioritize every aspect of CX and communications, as more than half of consumers, who equates to 54 percent, have stopped doing business with a company due to poor personalization of the experience.
According to the survey data, the number is higher for Gen Z at 63 percent, compared to Boomers at 45 percent.
The survey indicates that to improve the digital experience, 74 percent of consumers prefer to receive a more personalized summary that provides an update on performance related to your objectives, key activities, recommendations and relevant links.
Taking data from past years, the new research highlighted that this has increased by 13 percent since 2021. So the study reveals that if companies made digital experiences more engaging, 82 percent of consumers would go paperless, an increase of 11 percent from 2022.
And this is how the customer experience can be a good option for companies to generate better projects, so that consumers feel good about those characteristics that are currently in the world.
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