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Lack of Insight Hindering Customer Digital Experience

According to Accenture Strategy, a viscous circle of unfulfilled expectations and lack of trust are hurting customer experience and business profits.

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Companies trying to improve online customer experiences have found customers are stuck in a feedback loop, according to a survey by Accenture Strategy.

According to data obtained in the Strategy Global Consumer Pulse Research survey, customers are unwilling to share personal information because of a lack of trust, which drives a lack of personalization and customization in the shopping experience.

Accenture reports that 49% of customers are concerned about personal data privacy, which plays a part in the estimated $756 billion per year that U.S. businesses lose to lack of consumer trust, and a 41% rate of switching by customers.

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The thirteenth annual Accenture Strategy Global Consumer Pulse Research gauged the attitudes and expectations of more than 25,000 consumers around the world, including 2,000 U.S. consumers, about their appetite for more intuitive, technology-driven brand experiences. As organizations strive to become ‘living businesses’ – companies that are extraordinarily pre-emptive and responsive to changing customer needs – the study revealed a significant digital trust deficit that must be addressed before true customization can be delivered.

“As technologies such as artificial intelligence, machine learning and digital assistants become more sophisticated and mainstream, companies are creating new touch points, offerings and services that intelligently anticipate and flex to their customer’s precise needs, offering a level of hyper-relevance not experienced before. Those that succeed will hit a ‘sweet spot’ whereby U.S. customers will be willing to share more personal insights into their world in return for greater value and the confidence that their data is protected,” said Robert Wollan, senior managing director and Advanced Customer Strategy global lead at Accenture Strategy.

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Other key points of the survey include:

  • Forty-three percent of U.S. consumers are more likely to shop with companies that always personalize experiences, as long as their trust isn’t compromised. Nearly a third (31 percent) say they would find great value in services that intuitively learn about their needs over time to customize product, service or content recommendations.
  • Nearly half (48 percent) of U.S. consumers would use ‘smart-reordering’ services where intelligent sensors in the home pre-empt when a product, such as laundry detergent, is running low and automatically re-orders it on their behalf. Another 36 percent use digital assistants. While the vast majority (89 percent) are satisfied with the experience, 40 percent say it can feel slightly creepy when technology starts to correctly interpret and anticipate their needs.
  • Digital trust remains a critical barrier to enabling hyper-relevant experiences. Expectedly, a clear majority (92 percent) of U.S. consumers say that it is extremely important that companies protect the privacy of their personal information. Another 79 percent say it is frustrating to realize that some cannot be trusted to use it appropriately.
  • Forty-three percent of U.S. consumers fear intelligent new services will come to know too much about them and their family. Overall, 66 percent want companies to earn their trust by being more open and transparent with how their information is being used.

 

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Building digital trust

“Digital trust will become increasingly challenging for companies to achieve as they look to capture new categories of customer data, such as biometric, geo-location and even genomic data, in their drive for greater relevance. Customer concerns will inevitably rise, so it’s critical that companies have strong data security and privacy measures in place, they give customers full control over their data, and are transparent with how they use it,” said Kevin Quiring, managing director, Advanced Customer Strategy North America lead, Accenture Strategy.

Hyper-relevance is the next wave of growth for companies operating in consumer industries, but it cannot be achieved without engendering digital trust. To pivot to hyper-relevance, companies should consider:

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  • Giving customers full control over their data – As customers demand greater control over how companies use their personal information, organizations must become more transparent. Customers must be given full access to, and control over, their data which will demonstrate responsible stewardship and ethics. Furthermore, they must ensure the appropriate safeguards are in place to protect it.
  • Creating new customer value – Companies that distinguish themselves with hyper-relevant experiences look beyond the traditional customer journey. They prioritize areas where they can dynamically deliver something that customers value, at the right moment every time.
  • Investing in precise insights – Hyper-relevant companies invest in predictive analytics, collaborate with an ecosystem of partners to capture real-time customer insight, and mine data in new ways to understand their specific needs.

 

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