Same period last year TeeGschwendner shows that it is interested in the experience of its customerstakes their feedback seriously and learns from it. As a resultthe company increases the loyalty of existing customersgains the trust of new customers more easily and even receives better ratings the proportion of star ratings has increased by percent. With the insights from Overall advantages of hybrid customer experience Why "online" and "offline" belong together We see it everywhere the customer journey is becoming more and more hybrid. Even before visiting the classic storeconsumers go online. percent of them do online research before making a purchase. And not just since Corona.
Consumers use and appreciate online and offline channels whatsapp mobile number list alike when making their purchasing decisions. But how have the expectations of hybrid consumers changed We wanted to find out and surveyed almost consumers in GermanyFranceGreat Britain and the USA. We summarize the most important insights for you in four handy CX advantages and show you how to future proof your company with hybrid CX. Would you like to go straight to the details and infographics Download the whole report here. Advantage Many online searches are local. Whether it's new winter boots or an upcoming tire change people usually do their research online before they buy anything.
Are looking for offers "nearby" In our surveypercent of German consumers state that more than half of their search queries have a local connection. of consumers in Germany state that more than half of their search queries have a local connection. Increasing online activity does not mean that only e commerce benefits from it. Ratherit shows that the customer journey is hybrid and the boundaries between online and offline are becoming increasingly blurred. A look at the online profile is often followed by a click on directions – and finally a visit to the store. This is also shown by the data from our study The New Face of Local percent of consumers prefer the local experience at one point in their customer journey.