Nearly Half of Consumers Would Pay More for Experience that Exceeds Their Expectations

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Respondents were deemed to be annoyed if they stated that their most-recent shopping (i.e., purchasing and/or searching) experience didn’t satisfy their expectations and/or if they discovered any element of the shopping experience aggravating. Maybe more unexpected, frustrated customers total were far more most likely than satisfied consumers to state they ‘d be prepared to pay more for such an experience (62% vs. 36%, respectively). “By changing traditional points-based programs with responsible, mobile-enabled, customer-focused concepts retailers and consumer products brand names can strike a new kind of worth deal with these consumers: a hyper-convenient individualized digital experience in return for brand-new insights into consumer preferences and behavior.

Respondents were deemed to be frustrated if they stated that their most-recent shopping (i.e., searching and/or purchasing) experience didn’t fulfill their expectations and/or if they discovered any aspect of the shopping experience aggravating. Maybe more surprising, annoyed customers overall were far more most likely than satisfied consumers to say they ‘d be willing to pay more for such an experience (62% vs. 36%, respectively). “By changing traditional points-based programs with accountable, mobile-enabled, customer-focused concepts retailers and consumer products brand names can strike a new kind of worth deal with these customers: a hyper-convenient customized digital experience in return for brand-new insights into customer choices and habits.

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