How to Win Over Digital Customers
How to Win Over Digital Customers
Customers—not competitors—now set the bar for what’s expected of businesses, and the next wave of digital services will completely transform the customer experience.
Slight Edge
52% of survey respondents said their brand’s digital customer experience exceeds that of their competitors.
Experience Gap
Only 7% said their company’s digital customer experience exceeds the expectations of their customers.
How Companies Are Improving the Customer Experience
Developing/improving digital channels: 60%, Developing/improving traditional channels: 48%, Improving analytics capabilities to enhance customer insights: 47%
Distinguishing Element
72% of survey respondents at high performing customer experience companies said they’re leveraging digital tech to gain greater differentiation in the market, compared to just 50% of those at other companies who claim the same.
Lean Machine
79% of those at high performers said they’re increasing customer-scaling ability and efficiencies by leveraging digital tech, as opposed to only 57% of those at other companies who are doing this.
Transformative Steps, Part I
91% of those at high performers said digital is reinventing the overall experience that their company delivers to customers, compared to 70% of those at other companies who said this is the case.
Transformative Steps, Part II
89% of those at high performers said digital initiatives are motivating their company to reinvent what it does, as opposed to 70% of those at other organizations who said this is happening.
Commerce Catalyst
91% of those at high performers said data and analytics are critical in driving customer experience improvements, compared to 66% of those at other companies who agree.
“No Silo” Zone
78% of those at high performers said experience-related customer data is easily accessible to employees throughout all business functions, but just 49% of those at other organizations said this is the case.
Solid Numbers
94% of those at high performers said their organizations is aligned around its metrics and key performance indicators (KPIs), but only 55% of those at other companies claimed the same.
