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Delivering a digital customer experience for today's mobile consumer

Making digital customer communications a reality.


Johannesburg, 26 Jul 2016
Whitepaper: Delivering a Digital Customer Experience for Today's Mobile Consumer.
Whitepaper: Delivering a Digital Customer Experience for Today's Mobile Consumer.

The latest market research puts this reality in perspective. Ovum reports that 74% of consumers today use three or more channels when seeking customer care.1 Forrester states use of Web self-service options increased to 76% in 2014, while 58% of consumers opted for online chat options, 38% used SMS messaging, and 37% opted for Twitter interactions. (2)

At the same time, consumers are now empowered by social media. One quarter of the world's population has active social accounts. (3) These consumers are comfortable posting their opinions and observations about their experiences on social media Web sites and forums. In this environment, a negative customer service story can go viral with the click of a mouse.

What does this mean for an organisation's relationship with its customers?

Research shows that 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (4) SDL reports that 64% of consumers will defect to a competitor after a major customer experience failure and brands lose an average of 65% of the revenue they would have earned from a customer for every negative customer experience. (5) So, if a business can't provide the convenient, intimate experience customers are looking for, chances are a competitor will. Therefore, delivering a satisfying customer experience is - or should be - a top priority for every business today. Unfortunately, creating and managing that experience has never been more complex. What's more, economic downturns and an evolving marketplace have made it increasingly crucial for businesses to reduce costs and increase operational efficiency - all while remaining compliant with industry regulations and policies.

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