Today’s consumers expect more from brands than ever before. In fact, a survey by my full-service digital consultancy found that 61% of consumers believe online brand experiences are more important than in-person. Further, more than a third said they switched to a new brand because of the innovative way they used technology to respond to the Covid-19 pandemic. A study by McKinsey & Co. also showed that consumers desire more tech-driven experiences with brands.
A strong digital consumer experience has become one of the most important differentiators for any business, not to mention a major factor in long-term growth and improving customer lifetime value.