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)

Consumers reveal their perception of digital experiences

Customers want a more personalised experience

The report, entitled 'Consumer Perceptions of the Digital Experience', surveyed over 900 consumers and sampled from millennials, Gen X and boomers in the US and Canada, examining how US and Canadian marketers can better anticipate and respond to consumers' digital marketing practices and preferences. Questions addressed recent considered, online-researched purchases across a wide range of industries, looking at personalization, integration, real-time and other key topics.

"Consumers and marketers are circling each other in the digital arena, trying to establish terms of engagement while the rules change as fast as the capabilities," said Phil Hussey, 89 Degrees CEO who recently presented the report at Data Marketing Toronto. "Businesses are struggling to reach 'transformational' levels of analytics while consumers demand a personalized experience matched to their needs every step of the way. Our findings point to engagement opportunity at many of those steps."

Among the highlights from the report:

1. Online Research
   Many sectors are missing out on online assisted purchases. Top sectors are retail and travel, less than 50% for most other categories.
2. Online Research Payoff
   Boomers' spending power rewards those who draw them online. Millennials and Gen X researching online more - 80%+ for retail; 65%+ millennial & Gen X for travel; 50% for others with boomers lagging.
3. Channel Integration
   Sense of disconnect can impede online engagement. Too few consumers reliably experience integration across touchpoints.
4. Personalization
   The opportunity to differentiate with "always on" personalization. Consumers are split on experiencing personalized treatment.
5. Real Time Experience
   Applying best practices for rapid gains. Canada can seize an opportunity to reach US real-time levels.
6. Personalized and Connected Experiences
   By Sector. Personalization is a greater challenge than integration for utilities & financial services. Entertainment and telecom lead; retailers and travel overcome integration gap with personalization.
7. User Experience Satisfaction
   Opportunity remains to delight consumers. Satisfaction ratings mirror patterns for connected & personalized experience.
8. Personalized and Connected Experiences
   By Age Group. Millennials, some Gen X perceive a more personalized/connected experience.

"The survey confirmed some of our beliefs, but it held some surprises, too," added Hussey. "What's no surprise is that marketers need to do more than just react - empowered consumers are moving way too quickly and the need for personalization is just too great. We need to be there when they arrive, ready with the right offer and advice."

The full report has been made available for free download from 89 Degrees' web site, here: https://www.89degrees.com (contact details required).

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)