This document discusses the importance of customer experience for businesses in the on-demand economy. It notes that 52% of consumers won't use a mobile app with a poor experience and that 75% of customers expect a quick response within 5 minutes. It also discusses how on-demand services have increased customer expectations around convenience and speed, with 22.4 million customers using on-demand services annually. The key to success for on-demand companies is focusing on factors like mission, vision, consumer research and marketplace data to provide enhanced customer experience and retention.

2. The customer experience is
directly related to customer
retention rate.
According to report, 52% of
consumers won’t engage
with your mobile app if they
have a poor experience.

3. Buyers today are willing to pay extra to
avail better services.
75% of whom
expect a quick
response within
five minutes.

4. To meet today's on-demand needs,
businesses are responding by providing
enhanced customer experience and slick
delivery.

5. This has increased customer
expectations and caused drastic
changes in customer experience
strategies.

6. 22.4 million customers are turning to on-
demand services annually, accounting for
$56.7bn in spending.
Harvard Business Review

7. Speedy services are the most common
feature of all the on-demand businesses to
satisfy the modern customer.
But that's not all there is to convenience.

8. Mercator Advisory Group
(Research report)
Customer engagement to the markets of most
popular on-demand services has brought a
new dimension. Many of the on-demand
providers have become industry disruptors and
they are being met with challenges from legacy
competitors and government regulators alike.
But U.S. consumers are voting with their
wallets and are propelling on-demand
businesses to record levels of purchase
transactions.

10. Successful strategies aim for the following
factors:
Mission &
Vision
Competitive
Insight
Consumer
research
Marketplace
data

11. What needs to be done?
Take all departments into consideration
not just customer facing one.
Thus aligning the efforts towards the
intended goal, i.e., improving customer
experience and lifetime customer
retention.

12. Customers are more likely to stay if you
listen to their feedback and act
accordingly.

13. David A. Smith
(Futurologist and
Global Futures and
Foresight CEO)
Customers love convenience and accuracy,
and will actually pay more for it in truth.

15. According to Customer Strategist
Journal, the key areas of digital customer
experience are:
• Reachability
• Service
Convenience
• Purchase
Convenience
• Personalization
• Simplicity and Ease
of Use
• Channel Flexibility

16. On-Demand startups that are now an
inseparable part of our daily lives.

17. On-Demand not only brings immediacy and
convenience to its consumers, but the services
also enrich the customer experience that results
in enhanced loyalty and sustainable customer
relationships. Additionally, both legacy and
emerging payment providers are benefitting
from the increased volume of purchase
transactions being generated daily by On-
Demand services. Raymond Pucci
Associate Director
Research Services
Mercator Advisory Group
and author of the report

18. Thank You