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Your customers' digital experiences define you

Divina Paredes | July 11, 2016
...or why Netflix, Bank of New Zealand and AA Insurance are New Zealand’s top performing large brands in providing digital experiences.

Of these eight industries ranked in the report, banking was the top performer. The sector leads the way in fostering digital engagements among New Zealand consumers, with 92 per cent of consumers interacting with banks online.

Banking is closely followed by insurance. Both sectors returned positive digital experience scores, with more delighted than unsatisfied customers.

Retail groceries was the next best performing industry with a score of zero, meaning they have an equal amount of both delighted and unsatisfied customers.

Government, telecommunications, and consumer goods retail were the three lowest scoring sectors.

At an individual brand level, 13 of the 38 organisations ranked by consumers delivered positive digital experience scores. The banking industry provided four of these brands, with two each from the insurance, and media and entertainment sectors.

"Banking leads the way in fostering digital engagement among New Zealand consumers, with 92 per cent of consumers interacting with banks online," the study states.

"New Zealand banks have made significant investments in placing the customer at the centre of everything they do. They appreciate customers want rich experiences in branch, online and via mobile and are building strategies aligned to this."

The utilities industry was the only sector where an individual brand did not post a positive score.

The utilities sector is ripe for innovation, it adds. Launching new mobile, interactive and other services that allow customers to manage their energy consumption, and extend simply beyond paying bills, can help the traditional brands can combat the threat of new online players.

The report concludes that the digital experience is a lot more than a website or an app.

"As the findings indicate, organisations that perform best are those who unite their people and processes on a single system to deliver on their customers' relentlessly increasing demands."

The digital experience is a lot more than a website or an app.

Source: CIO New Zealand

 

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