A great digital experience is critical to staying competitive

1,789 views
1,547 views

Published on

Learn what consumers think and what companies still need to improve

Recently, IBM asked U.S. consumers how satisfied they were with the digital experiences they’re having – and where they're still struggling. The answers were rather surprising. In fact, less than 49% rated their experiences as excellent. And nearly 2/3 said they
bounce whenever they’re frustrated online. Translation: lost sales.

Read The Digital Customer Experience eBook and see what else these consumers had to say. The survey also features:

- How excellent experiences increase loyalty and brand advocacy
- The vital importance of mobile
- Specific consumer results in 4 industries: retail, travel, banking and insurance
- 5 best practices to improve the digital experience

********************************

Download eBook: https://ibm.biz/BdFYVe

Published in: Software
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,789
On SlideShare
0
From Embeds
0
Number of Embeds
16
Actions
Shares
0
Downloads
17
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

A great digital experience is critical to staying competitive

  1. 1. TO Say their experiences using websites on desktop/laptop computers are excellent. LES S THAN 49% Say their experiences using websites or mobile apps on tablets are excellent. Only 18% say their experiences using websites or mobile apps on smartphones are excellent. 18% OF US ADULTS Smarter Commerce T H E D I G I TAL EXPERIENCE I S S T I L L M E D I OCRE 63% UP TO OF FRUSTRATED USERS BOUNCE P O O R E XP E R I E N C ES M E A N EXPERIENCES INCRE A S E D LOYALT Y AND BR AND ADVOCACY LOST SALES E X C E L L E N T 44% Report they visit the site or use the app more frequently. Recommend the site or app to others. 33% Have posted a positive comment on social media. 14% OF THE WORLD NOW OWNS MOBILE PHONES2 USE THEIR DEVICES TO ACCESS THE INTERNET2 MOBILE I S V I TA L . M O B I L E I S N O W. M O B I L E C A N G I V E SIGNIFICANT COMPETITIVE ADVANTAGE Pages that won’t load, security concerns, error messages – most industries are having the typical digital issues. Here are a few of the specifics for four industries in particular. RETAIL TRAVEL BANKING INSURANCE 2016 BY T H E D I G I T A L E X P E R I E N C E B Y I N D U S T R Y 50% OF ALL Retail dollars spent in the US will be influenced digitally4. ! 2/3 of US adults who encounter an issue leave the site or visit a competitor. RETAIL PURCHASE AN ITEM RESEARCH A PRODUCT TRACK A PACKAGE US adults who used travel sites or mobile apps in the last year who exper ienced er rors: of those who had errors contacted customer suppor t, increasing operational costs. TRAVEL RESEARCH A VACATION BOOK ONLINE A HOTEL AND/OR FLIGHT TRACK A FLIGHT of US adult users checked their bala nce on a smar tphone last year. TOP BANKING TASKS CHECK BALANCE PAY BILLS of US adults using banking sites or mobile apps exper ienced at least one error in the last year. 50 N E A R L Y of US adults using insurance P E R C E N T sites or mobile apps exper ienced at least one error in the last year. TOP MAKE A APPLY FOR of those who had an error contacted customer suppor t, raising costs. Near ly INSURANCE TASKS PAYMENT HEALTH INSURANCE A G R E A T D I G I T A L E X P E R I E N C E STAY I N G COMPET I T I V E To stay competitive, it’s critical to provide a good digital experience for your customers. That’s why we recently asked US consumers how satisfied they were with the digital experiences they’re having – and where they’re still struggling1. The answers may surprise you. Check out some of the results and insights into what companies need to do to stay competitive. B E S T P R AC T I C E S 5 F O R I M P R O V I N G D I G I T A L E X P E R I E N C E MONITOR CUSTOMER EXPERIENCE KPIs ! EXAMINE AND RESPOND TO KNOWN TECH ISSUES LISTEN TO YOUR CUSTOMERS ! PRIORITIZE ISSUES BASED ON BUSINESS IMPACT SEE & REVIEW ACTUAL CUSTOMER BEHAVIOR A S K Y O U R S E L F : HOW MANY CUSTOMERS A M I LOS I N G TODAY ? A S K Y O U R S E L F : HOW MANY CUSTOMERS A M I G A I N I N G TODAY ? The solution for happier customers. IBM Tealeaf, part of IBM ExperienceOne solutions, provides critical visibility, insight and real answers to help you convert and retain digital customers. INCREASE REVENUE DECREASE SUPPORT COSTS H O W T O D O A L L F I V E ? REDUCE CUSTOMER CHURN FEWER CUSTOMER DISPUTES L E A R N H O W IBM Tealeaf can increase conversion, decrease attrition and keep customers happy. YOU A D O W N L O A D T H E Share © Copyright IBM Corporation 2014 IBM, the IBM logo, ibm.com, Smarter Plantet, Let's Build a Smarter Planet, the planet icon, and Tealeaf are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml 1 All of the survey results cited in this eBook come from an Ipsos Public Affairs poll conducted for IBM from December 30, 2013, to January 13, 2014, in the United States. A national sample of 2,032 adults aged 18 and older was interviewed online. Weighting was employed to balance demographics and ensure that the sample’s composition reflects that of the U.S. adult population according to U. S. census data, and to provide results intended to approximate the sample universe. The data were weighted to the American population data by region, gender, age and income. 2 “Meeting the expectations of the mobile customer,” IBM Software Industry Solutions, 2013. 3 “Why Mobile Matters,” Luke Wroblewski, February 2012. 4 “US Cross-Channel Retail Forecast, 2011 to 2016,” Forrester, 2012.

×