Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Easy navigation is key to a great online experience

Survey uncovers consumers' top priorities for 2021

The survey of 1,030 US consumers also revealed which brand efforts were most impactful during the pandemic year, and what constitutes a good digital experience in the eyes of customers. It turns out that agility is clearly a top factor when it comes to awareness, with 72% of consumers saying they were most impressed with brands that were able to "create new alternatives for delivery, pickup and returns."

Transparency over health & safety measures came in second, with 44% of consumers noticing clear communications about safety from the brands that responded well during the crisis. This was followed by transparency over shipping delays, with 34% of respondents citing this as noteworthy.

In fact, only 9% of respondents said they had not noticed a difference in retailers' response, showing that the majority of consumers paid close attention to how brands adapted to the situation - whether by transforming their operations or adding helpful features and services.

With 80% of consumers saying they did more online shopping this year, brands will be interested to know that, after price & promotion, navigation is the most important factor for a good digital experience. Indeed, 42% of respondents cited "ease of finding what I'm looking for" as a key priority, while 1 in 5 consumers (22%) referenced the importance of an easy checkout.

"With seamless navigation being a make or break priority for many consumers, having a granular view of what frustrates users along the customer journey is key for brands today. If 2020 was the year of digital acceleration, 2021 will be the year of actionable insight - of being able to turn customer expectations into real-time CX improvements," said Niki Hall, Chief Marketing Officer of Contentsquare. "Brands were already competing on experience, but today, business success is predicated on the ability to continuously monitor customer priorities and expectations, and adapt the experience accordingly."

"Consumers want retailers and direct-to-consumers brands to make it easy for them to find what they are looking for," said Veronika Sonsev, Co-Founder of CommerceNext. "If they get frustrated, consumers can jump to another site with one click, so it is not surprising that most retailers and brands have elevated the priority of customer experience and are spending time to make their ecommerce experience seamless for consumers."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)