How to Win Over Digital Customers

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.