A Customer Experience for the Digital Generation
Source: Nielsen, “The Digital Consumer”, February 2014; Business Insider,“The Top 10 Corporate Social Media Disasters”, November 2013
The Digital Consumer
Average numberof devices owned
4 of smartphone ownersvisit social networksevery day
47%consumers multitaskusing their smartphoneor tablet when watchingTV
84%Monthly time spenton browser/appson smartphones
34 Hours
17 Mins
The Rise of C2C Marketing
Engaging the Digital Consumer
Digital Leaders Get itWhen sales declined
at Dominos Dominoslaunched a
hashtagcampaign “What is wrong with
Dominos Pizza?”
?? ?Rebuilt
trust}}
} }
Move away from them To understandevolving
behavior
Social Editions Focus groups Experiment
Regular TVprogram withsocial elementssuch as tweets
To increase sales,Wheat Thins used humorto connect with consumers
Roped in acomedianwhose jokeswent viral Thus, increasing sales
#digitaltransformation
Reach out: Interested in reading the full interview? Head to http://www.capgemini-consulting.com/digital-transformation-review-6
Follow us on Twitter @capgeminiconsul or email [email protected]
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