The fourth ition of our State of the Connect Consumer report , which is bas on responses from more than 15,000 consumers and business customers worldwide, provides an overall picture of customer nes and data-driven insights into the evolution of business strategy requir to meet them . So what do digital consumers want in 2021? Consumers want everything – not only brands with the same values that are committ to society, but also convenience and personal contact. Today’s consumers simply want more – and they want it digitally . In this article, we take a closer look at consumer digital and omnichannel nes. We highlight the habits consumers have develop and what that means for brands looking to deliver personaliz experiences to their customers.
Entirely on the Requirements and Wishes
Evolution is an expectation COVID-19 has revolutioniz the way companies do business and is having a major impact on sales teams and customer service. A service. A whopping 88% of consumers expect companies to accelerate their digital initiatives. That may come as no surprise, as work-life balance has chang globally and many Canadian Email List employees across industries are now working remotely. As the line between work and private life becomes blurr for consumers, they are increasingly adapting their behavior to their increasingly digital lives. These behavioral changes have already accelerat digital services enormously. Moreover, it has become clear that companies ne a flexible digital strategy that changes with the circumstances. In 2020, as consumers spent more time in their home offices and shopp less, their expectations of online engagement rose.
That the Transformation Must
As a result, the ne for digital transformation increas even faster. While 76% of consumers count on a consistent experience when interacting with different departments, companies are falling seriously short. 54% of consumers indicate that they often feel that sales, service and marketing do not exchange information. While it is often DV Leads difficult for companies to provide customers with empathetic, trust and user-friendly experiences, the ne is clear. In a global market where 66% of customers feel they are treat like a number, increasing digital options across channels offers companies a great opportunity to differentiate themselves from the competition. Customers in the Netherlands have high expectations of the experiences companies offer. In fact, 64% say the experience is just as important as the products and services.