Brands not only have to keep up with competitors, but also customers
TweetFollow Us on Twitter

Brands not only have to keep up with competitors, but also customers

More than nine in 10 companies are struggling to deliver digital customer experiences that exceed their customers’ expectations, according to a new study from Accenture Interactive (www.accenture.com). The finding reflects the huge challenge brands are facing as customer expectations are becoming “liquid” and changing at a lightning pace.

The study is based on a survey of 702 customer experience decision-makers from companies in 14 countries. While 52% of all respondents said that they’re ahead of their competitors at providing digital customer experiences, only 7% said their company exceeds the expectations of their actual customers. Another 67% stated they ‘meet’ these expectations.

“Meeting customer expectations is by no means a small achievement,” said Anatoly Roytman, managing director, Accenture Interactive Europe, Africa, Middle East, Latin America. “However, it’s not enough anymore. Customer expectations are changing faster than ever and what people learn to love in one industry increasingly defines what they expect in other areas as well – we call this ‘liquid expectations.’ It’s now your customer who’s setting the bar, not your competitor.”

Shifting expectations require companies to stay closer to customers to learn their needs and preferences directly from them. The reality is that businesses often think “inside out” and take customer experience initiatives without consulting customers directly. While 81% of all respondents believe that it is important to involve customers in customer experience efforts, only 57% actually take this “outside-in” perspective. The findings show that many companies fail at measuring what they know they should, too. For example, 90% see value in churn metrics, but less than 40% capture them.

The study identified a group of customer experience high performers (18%) which scored highest across eight key metrics as a result of using digital technology to improve the customer experience. Significantly more high performers than their peers report “better than expected” outcomes for increased brand relevance, cost savings, customer loyalty, customer satisfaction, market differentiation, return on investment, revenues, scale and efficiency.

Additionally, more high performers than other companies are able to at least ‘meet’ customers’ expectations (85% vs. 63%). These outcomes parallel four distinct behaviors high performers are showing – indicating that customer experience is a mindset:

° High performers’ senior executive sponsorship for customer experience initiatives is fully aligned.

° They have adapted to a state of constant flux, treating digital customer experience transformation as an ongoing initiative rather than a project.
° They are analytics-focused and data-driven around customer experience.

° They have built strategic partnerships, not just vendor relationships, to help them with skills and resources they lack but need in order to continuously transform the customer experience.

 

Community Search:
MacTech Search:

Software Updates via MacUpdate

Latest Forum Discussions

See All

Combo Quest (Games)
Combo Quest 1.0 Device: iOS Universal Category: Games Price: $.99, Version: 1.0 (iTunes) Description: Combo Quest is an epic, time tap role-playing adventure. In this unique masterpiece, you are a knight on a heroic quest to retrieve... | Read more »
Hero Emblems (Games)
Hero Emblems 1.0 Device: iOS Universal Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: ** 25% OFF for a limited time to celebrate the release ** ** Note for iPhone 6 user: If it doesn't run fullscreen on your device... | Read more »
Puzzle Blitz (Games)
Puzzle Blitz 1.0 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0 (iTunes) Description: Puzzle Blitz is a frantic puzzle solving race against the clock! Solve as many puzzles as you can, before time runs out! You have... | Read more »
Sky Patrol (Games)
Sky Patrol 1.0.1 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0.1 (iTunes) Description: 'Strategic Twist On The Classic Shooter Genre' - Indie Game Mag... | Read more »
The Princess Bride - The Official Game...
The Princess Bride - The Official Game 1.1 Device: iOS Universal Category: Games Price: $3.99, Version: 1.1 (iTunes) Description: An epic game based on the beloved classic movie? Inconceivable! Play the world of The Princess Bride... | Read more »
Frozen Synapse (Games)
Frozen Synapse 1.0 Device: iOS iPhone Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: Frozen Synapse is a multi-award-winning tactical game. (Full cross-play with desktop and tablet versions) 9/10 Edge 9/10 Eurogamer... | Read more »
Space Marshals (Games)
Space Marshals 1.0.1 Device: iOS Universal Category: Games Price: $4.99, Version: 1.0.1 (iTunes) Description: ### IMPORTANT ### Please note that iPhone 4 is not supported. Space Marshals is a Sci-fi Wild West adventure taking place... | Read more »
Battle Slimes (Games)
Battle Slimes 1.0 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0 (iTunes) Description: BATTLE SLIMES is a fun local multiplayer game. Control speedy & bouncy slime blobs as you compete with friends and family.... | Read more »
Spectrum - 3D Avenue (Games)
Spectrum - 3D Avenue 1.0 Device: iOS Universal Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: "Spectrum is a pretty cool take on twitchy/reaction-based gameplay with enough complexity and style to stand out from the... | Read more »
Drop Wizard (Games)
Drop Wizard 1.0 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0 (iTunes) Description: Bring back the joy of arcade games! Drop Wizard is an action arcade game where you play as Teo, a wizard on a quest to save his... | Read more »

Price Scanner via MacPrices.net

Our MacBook Price Trackers will show you the...
Our Apple award-winning MacBook Price Trackers are continually updated with the latest information on prices, bundles, and availability for 16″ and 14″ MacBook Pros along with 13″ and 15″ MacBook... Read more
Amazon is offering a 10% discount on Apple’s...
Don’t pay full price! Amazon has 16-inch M4 Pro MacBook Pros (Silver and Black colors) on sale today for 10% off Apple’s MSRP. Shipping is free. These are the lowest prices currently available for 16... Read more
13-inch M4 MacBook Airs on sale for $150 off...
Amazon has new 13″ M4 MacBook Airs on sale for $150 off MSRP right now, starting at $849. Sale prices apply to most colors and configurations. Be sure to select Amazon as the seller, rather than a... Read more
15-inch M4 MacBook Airs on sale for $150 off...
Amazon has new 15″ M4 MacBook Airs on sale for $150 off Apple’s MSRP, starting at $1049. Be sure to select Amazon as the seller, rather than a third-party: – 15″ M4 MacBook Air (16GB/256GB): $1049, $... Read more
Amazon is offering a $50 discount on Apple’s...
Amazon has Apple’s 11th-generation A16 iPads in stock on sale for $50 (or a little more) off MSRP this week. Shipping is free: – 11″ 11th-generation 128GB WiFi iPads: $299 $50 off MSRP – 11″ 11th-... Read more
Clearance 13-inch M1 MacBook Airs available f...
Walmart has clearance, but new, Apple 13″ M1 MacBook Airs (8GB RAM, 256GB SSD) available online for $649, $360 off original MSRP, in Space Gray, Silver, and Gold colors. These are new MacBooks for... Read more
iPad minis on sale for $100 off Apple’s MSRP...
Amazon is offering $100 discounts (up to 20% off) on Apple’s newest 2024 WiFi iPad minis, each with free shipping. These are the lowest prices available for new minis among the Apple retailers we... Read more
AirPods Max headphones on sale for $479, $70...
Amazon has AirPods Max with USB-C on sale for $479.99 in all colors. Shipping is free. Their price is $70 off Apple’s MSRP, and it’s the lowest price available today for AirPods Max. Keep an eye on... Read more
14-inch M4 Pro/M4 Max MacBook Pros on sale th...
Don’t pay full price! Get a new 14″ MacBook Pro with an M4 Pro or M4 Max CPU for up to $320 off Apple’s MSRP this weekend at these retailers…they are the lowest prices available for these MacBook... Read more
Get a 15-inch M4 MacBook Air for $150 off App...
A couple of Apple retailers are offering $150 discounts on new 15″ M4 MacBook Airs this weekend. Prices at these retailers start at $1049: (1): Amazon has new 15″ M4 MacBook Airs on sale for $150 off... Read more

Jobs Board

All contents are Copyright 1984-2011 by Xplain Corporation. All rights reserved. Theme designed by Icreon.