Customer expectations are getting higher… particularly online! A new report from Internet Intelligence business, Dyn highlights that 65% of consumers are not willing to wait more than three seconds for a website to load and of those, half expect websites to load instantly!
That’s just one statistic from their Global Consumer Online Shopping Report and it’s clear that businesses have to ‘deliver’ to meet (and even exceed) these rising expectations. It certainly impacts on what customers and potential customers think about them – the report says that 86% of all consumers surveyed agree that the speed and quality of a website’s performance affects their trust in that company!
3D Businesses recognise that the ‘customer experience thing’ encompasses ALL customer interactions regardless of whether they are offline or online but the report suggests that not everyone ‘gets that’ yet! More than 85% of respondents say there are clear differences in the kind of experiences they have when shopping in stores, online, and on their mobile device.
And it’s not going away! More than 90% of consumers surveyed said they make at least 25% of their purchases online and at least 85% of global respondents expect to make at least as many or more online purchases in 2015 as they did in 2014.
So, how do you measure up?
A key ingredient in 3D Characteristic #3 Create Delighted And Devoted Customers is ‘Being Easy To Buy From And Deal With’ and when I’m speaking at conferences on customer service issues, I encourage people to ‘stand in their own queues’ to see what customers experience when they call them, visit them or they get a delivery. This is the same…. why not visit your own website ‘as a customer’….
- How ‘easy’ is it to find, navigate and use?
- How fast is it?
- How well does it build and reinforce ‘trust’ in what you do and offer?