Post by wekeve7933 on Dec 5, 2023 9:05:07 GMT
The battle for customer experience rages on and consumers are well aware of it. More demanding than ever, they now know the value that their personal data can represent in the eyes of brands and no longer hesitate to demand compensation...
According to a study conducted by Quadient (formerly GMC Software) in partnership Phone Number with research firm Lightspeed, European consumers believe they have more power over companies and are increasingly willing to use it. This survey (carried out among 8,060 people in Europe: France, United Kingdom, Germany and the Netherlands) reveals that 76% of consumers would be ready to turn away from a company if it did not meet these three criteria : fluid and personalized communication, strong protection of their personal data and consideration of the value of their personal data.
The growing power of consumers constitutes one of the major factors for companies to take into account in optimizing the customer experience. said Ian Clarke, President EMEA and APAC at Quadient. “Companies must both know how to process a constantly increasing volume of data, make the best use of new communication channels, mainly mobile, and – whatever the customer experience they offer – comply with increasingly and more strict. The stakes are high: companies that do not take these new components into consideration will find themselves outstripped by the competition, at the risk of losing their customers. » Consumers know the value of their data In addition to a sense of power, the study reveals that European consumers now have an increased appreciation of the value of their personal data . They estimate the value of their data at a minimum of €151 per month .
This value is higher in the United Kingdom (€166) as well as in the Netherlands (€172). Based on this estimate, consumers expect companies to offer them commensurate services (with free or improved services, discounts and/or special offers, etc.) for a better customer experience. Other key figures from the study Nearly half of Europeans (44%) think they have more power than 5 years ago (this figure is up +52% in the United Kingdom). 83% of Europeans (including 90% of French consumers) believe that communication with the customer is an important factor in engaging with a company. 77% of Europeans believe that the way companies protect their data is essential to whether they trust them or not. This figure reaches 79% in France. 5% of Europeans do not take personal data protection into account; this figure is only 2% in Germany.
The good and bad students of customer experience The Quadient study also provides an overview of the sectors that best meet consumer expectations: When it comes to customer experience: 30% of respondents ranked retail as the sector that has made the most progress in meeting their expectations, followed by banking (26%) and healthcare (24%). Conversely, administration is the sector which has made the least progress according to 41% of them. In terms of services and communication via mobile applications : the banking sector ( 37%) and retail (35%) are the most efficient; insurance is very late (8%) . More than half of Europeans (53%) identify administration as the least performing sector in the use of mobile applications.
According to a study conducted by Quadient (formerly GMC Software) in partnership Phone Number with research firm Lightspeed, European consumers believe they have more power over companies and are increasingly willing to use it. This survey (carried out among 8,060 people in Europe: France, United Kingdom, Germany and the Netherlands) reveals that 76% of consumers would be ready to turn away from a company if it did not meet these three criteria : fluid and personalized communication, strong protection of their personal data and consideration of the value of their personal data.
The growing power of consumers constitutes one of the major factors for companies to take into account in optimizing the customer experience. said Ian Clarke, President EMEA and APAC at Quadient. “Companies must both know how to process a constantly increasing volume of data, make the best use of new communication channels, mainly mobile, and – whatever the customer experience they offer – comply with increasingly and more strict. The stakes are high: companies that do not take these new components into consideration will find themselves outstripped by the competition, at the risk of losing their customers. » Consumers know the value of their data In addition to a sense of power, the study reveals that European consumers now have an increased appreciation of the value of their personal data . They estimate the value of their data at a minimum of €151 per month .
This value is higher in the United Kingdom (€166) as well as in the Netherlands (€172). Based on this estimate, consumers expect companies to offer them commensurate services (with free or improved services, discounts and/or special offers, etc.) for a better customer experience. Other key figures from the study Nearly half of Europeans (44%) think they have more power than 5 years ago (this figure is up +52% in the United Kingdom). 83% of Europeans (including 90% of French consumers) believe that communication with the customer is an important factor in engaging with a company. 77% of Europeans believe that the way companies protect their data is essential to whether they trust them or not. This figure reaches 79% in France. 5% of Europeans do not take personal data protection into account; this figure is only 2% in Germany.
The good and bad students of customer experience The Quadient study also provides an overview of the sectors that best meet consumer expectations: When it comes to customer experience: 30% of respondents ranked retail as the sector that has made the most progress in meeting their expectations, followed by banking (26%) and healthcare (24%). Conversely, administration is the sector which has made the least progress according to 41% of them. In terms of services and communication via mobile applications : the banking sector ( 37%) and retail (35%) are the most efficient; insurance is very late (8%) . More than half of Europeans (53%) identify administration as the least performing sector in the use of mobile applications.
