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Accenture Global Consumer Pulse Research

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The $6 trillion opportunity: Digital can improve customer experience and revenue growth.

Veröffentlicht in: Wirtschaft & Finanzen

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Accenture Global Consumer Pulse Research

  1. 1. Copyright © 2015 Accenture. All rights reserved. Get your share of the $6.2 trillion Switching Economy! www.accenture.com/Customer2020
  2. 2. Copyright © 2015 Accenture. All rights reserved. It’s never been harder to deliver profitable revenue growth
  3. 3. Copyright © 2015 Accenture. All rights reserved. Digital has disrupted consumer dynamics requiring a new customer experience Compared to 10 years ago... Halfrely much more on other people's experiences/ reviews to inform decisions. Today... More than one third want more digital interactions than proposed by providers
  4. 4. Copyright © 2015 Accenture. All rights reserved. 64% of consumers switched providers due to poor service in at least one industry
  5. 5. Copyright © 2015 Accenture. All rights reserved. More than 80% of poor service switching could be avoided through better resolution
  6. 6. Copyright © 2015 Accenture. All rights reserved. Marketing, Sales and Customer Services executives need a new, more relevant model Today’s customer journey is dynamic, accessible and continuous Discover UseConsider Evaluate Purchase Expectation Promise Reality Delivery
  7. 7. Copyright © 2015 Accenture. All rights reserved. Every customer is a digital customer, but not all move at the same speed/pace Companies must be “multispeed”, customer centric organizations for four customer segments: Traditional They rely on traditional channels and interactions. Even then, they leave digital traces. Experimental They selectively engage in digital for utility value, discovering how the experience improves.
  8. 8. Copyright © 2015 Accenture. All rights reserved. Every customer is a digital customer, but not all move at the same speed/pace (cont.) Companies must be “multispeed”, customer centric organizations for four customer segments: Digital Savvy They make digital technology part of all dimensions in their life. Mobile access is key. Transitional They strive to leverage digital more broadly but may not always be able to do so.
  9. 9. Copyright © 2015 Accenture. All rights reserved. Providers’ Struggle to Keep Pace Globally, problems of the past and digital challenges of today are key hurdles: 1 Missing out on customer retention, hurting revenue growth Out of the downturn, consumer spend recovers in key industries and markets. Intent to buy less from current companies grew (+40%) in same period.
  10. 10. Copyright © 2015 Accenture. All rights reserved. Providers’ Struggle to Keep Pace (cont.) Globally, problems of the past and digital challenges of today are key hurdles: 2 “Dis-Loyalty” programs Customer loyalty program adoption grew greatly across sectors. For more than half, key driver is access to best deals focused on “short-term loyalty”.
  11. 11. Copyright © 2015 Accenture. All rights reserved. Providers’ Struggle to Keep Pace (cont.) Globally, problems of the past and digital challenges of today are key hurdles: 3 Unprepared to face disruptors 44% would be open to offers from non- traditional players. Many established providers are slow to adapt to new business models.
  12. 12. Copyright © 2015 Accenture. All rights reserved. Switching economy is estimated at $6.2 trillion revenue globally Switching Economy – 5 year growth (total potential estimate, in trillion US$, constant values) * Countries: Australia, Belgium, Brazil, Canada, China, France, Germany, India, Ireland, Italy, Japan, Mexico, Singapore, South Africa, Spain, UK, USA 25% 2.2 Global Key markets* Mature Key markets* Emerging Key markets* 6.2 4.9 4.0 3.2 1.7 26% 29% 2014 2010
  13. 13. Copyright © 2015 Accenture. All rights reserved. Get your share of the $6.2 trillion switching economy! Download the Accenture “Customer 2020: Are You Future-Ready or Reliving the Past?” research findings and insights for revenue growth at: www.accenture.com/Customer2020 Join the conversation on Twitter @AccentureStrat

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