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1、TheNewRealitiesof“Dating”intheDigitalAge:AreCustomersReallyCheating,orAreYouJustNotPayingEnoughAttention?Accenture2011GlobalConsumerResearchStudyFivecriticalpointsofengagementcanimpactwhetherornotcustomers—andtheirmoney—staywithaprovider,yetmostcompaniesappeartobeunawareoftheserela
2、tionshipjunctures.Page2
3、Accenture2011GlobalConsumerResearchStudyTheriseofthetech-savvygeneration,unstableeconomicconditions,andtheimpactsofglobalizationmakeattractingandkeepingcustomersincreasinglycomplex.Butadaptingyourtacticstokeepdigital-agecustomersinarelationshipwithyouisevenm
4、orechallenging.Infact,astheresultsofAccenture’sWhatthen,isthekeytosustainable,2011GlobalConsumerResearchprofitablegrowthfromacustomerStudyshow,consumersaroundthebasethatbecomeshardertoworldaregivingoffmixedsignalsunderstandandismoreinclinedtoatatimewhenkeepingconsumer“cheat”ontheir
5、currentprovidersrelationshipsstrongismorecriticalwitheachpassingyear?thanevertoproviders.OntheoneOurstudysuggestssomespecifichand,consumersclaimtheyaremorewayscompaniescouldchangethesatisfiedwiththecompaniestheytide.Inparticular,wefoundthatdobusinesswith.Yetontheother,fivecriticalp
6、ointsofcustomertheyfeellessloyaltocompanies,engagementcouldhaveamajorincreasinglyswitchprovidersandimpact—positiveornegative—onashopforbetterdealsastheircustomer’scontinuedbusinesswithexpectationscontinuetorise.acompany.WealsofoundthatmostInotherwords,asconsumerscompaniesappeartobe
7、unawarecontinuallyreevaluatetheirchoicesofoftheserelationshipjuncturesandproviderstakesyetanotherpuzzlinghowtheirownactionsareaffectingturn,therulesofcustomeracquisitioncustomers.andretentionarechangingagain.Bypointingtoday’sanalyticSatisfyingcustomers,providingcapabilitiesatyourse
8、lf,youcanmorecompetitivepricing,offeringhelpidentifytheseblindspotsandmorecompellingproducts,orevendevelopanunderstandingofthedeliveringbetterservicearenolongerbehaviors,needsandexpectationssure-firewaystogainandlockinofindividualcustomersatthesecustomers.Today’sunstableeconomicvit
9、alpointsintherelationship.
