Say their

experiences using

websites on

desktop/laptop

computers are

excellent.

49%

LESS THAN

Say their experiences using

websites or mobile apps on

tablets are excellent.

Only 18% say their experiences

using websites or mobile apps on

smartphones are excellent. 18%

OF US ADULTS

T H E D I G I TA L EXPERIENCE

I S S T I L L M E D I O C R E

B O U N C E

63%UP TO OF

FRUSTRATED USERS

LO ST SALES

POOR EXPERIENCES

M E A NEXPERIENCE SI N C R E A S E D L O YA LT Y

A N D B R A N D A D V O C A C Y

E X C E L L E N T

Report they visit the site or

use the app more frequently.

44%

Recommend

the site or app

to others.33%Have posted a positive

comment on social media.14%

OF THE

WORLD

NOW OWNS MOBILE PHONES2

USE THEIR DEVICES TO

ACCESS THE INTERNET2

MOBILEI S V I T A L .

M O B I L E I S N O W .

M O B I L E C A N G I V E

SIGNIFICANTCOMPETITIVEADVANTAGE

Smarter Commerce

2016

BY

50%

O F A L L

Retail dollars spent

in the US will be

influenced digitally4.

! 2/3of US adults who

encounter an issue leave

the site or visit a competitor.

RETAIL PURCHASEA N I T E M

RESEARCHA P RO D U CT

TRACKA PAC K AG E

US adults who used travel sitesor mobile apps in the last year

who experienced errors:

of those who had errors contacted customer support, increasing operational costs.

TRAVEL RESEARCHA VACAT I O N

BOOK ONLINEA H OT E L A N D/O R F L I G H T

TRACKA F L I G H T

T H E D I G I TA L E X P E R I E N C E B Y I N D U S T R Y

Pages that won’t load, security concerns, error messages – most industries are having the typical digital issues. Here are

a few of the specifics for four industries in particular.

RETAIL TRAVEL BANKING INSURANCE

of US adult users checked their balance on a smartphone last year.

BANKINGTO P TA S KS

CHECKBA L A N C E

PAYB I L L S

of US adults using banking sites or mobile apps experienced at least one error in the last year.

N E A R L Y

P E R C E N T

50 of US adults using insurance sites or mobile apps experienced at least one error in the last year.

of those who had an error contacted customer support, raising costs.

Nearly

INSURANCETO P

TA S KS

PAYMENTM A K E A

HEALTHA P P LY FO R

I N S U R A N C E

A G R E A T D I G I T A L E X P E R I E N C E

S TAY I N G C O M P E T I T I V E

T O

To stay competitive, it’s critical to provide a good digital experience for

your customers. That’s why we recently asked US consumers how

satisfied they were with the digital experiences they’re having – and

where they’re still struggling1. The answers may surprise you. Check

out some of the results and insights into what companies need to do

to stay competitive.

5BEST PRACTICES

D I G I TA L E X P E R I E N C EF O R I M P R O V I N G

MONITORC U STO M E R

E X P E R I E N C E K P I s

EXAMINEA N D R E S P O N D

TO K N OW N

T EC H I S S U E S

!

LISTENTO YO U R

C U STO M E R S

PRIORITIZEI S S U E S BA S E D

O N B U S I N E S S I M PACT

!

SEE& R E V I E W ACT UA L

C U STO M E R B E H AV I O R

A S K Y O U R S E L F :H O W M A N Y

C UST OMER SA M I L O S I N G T O D AY ?

A S K Y O U R S E L F :H O W M A N Y

C UST OMER SA M I G A I N I N G T O D AY ?

INCREASEREVENUE

DECREASESUPPORT COSTS

REDUCECUSTOMER

CHURN

FEWERCUSTOMERDISPUTES

L E A R N H O W

IBM Tealeaf can increase conversion,

decrease attrition and keep customers happy.

H O W T O D O A L L F I V E ?

The solution for happier customers. IBM Tealeaf, part of IBM ExperienceOne solutions, provides

critical visibility, insight and real answers to help you convert and retain digital customers.

YO U A

D O W N L O A D

T H E

Share

© Copyright IBM Corporation 2014

IBM, the IBM logo, ibm.com, Smarter Plantet, Let's Build a Smarter Planet, the planet icon, and Tealeaf are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml

1 All of the survey results cited in this eBook come from an Ipsos Public Affairs poll conducted for IBM from December 30, 2013, to January 13, 2014, in the United States. A national sample of 2,032 adults aged 18 and older was interviewed online. Weighting was employed to balance demographics and ensure that the sample’s composition reflects that of the U.S. adult population according to U. S. census data, and to provide results intended to approximate the sample universe. The data were weighted to the American population data by region, gender, age and income.

2 “Meeting the expectations of the mobile customer,” IBM Software Industry Solutions, 2013.3 “Why Mobile Matters,” Luke Wroblewski, February 2012.4 “US Cross-Channel Retail Forecast, 2011 to 2016,” Forrester, 2012.