Research: online banking is winning at customer experience
As part of the Econsultancy / Foviance Multichannel Customer Experience Report, some 1,000 consumers were surveyed about their experiences when dealing with the banking industry.
Overall, it appears that when engaging with banking services, consumers have a far better experience using personal computers than any other touchpoint.
China: Is the East the new West for e-commerce?
China is a difficult market to currently crack for international businesses, but a shift appears to be happening, driven largely by e-commerce.
In association with Toluna, Econsultancy has carried out a survey of online consumer behaviour in the region to try to understand this further.
Online consumers trust real people, not companies
Online recommendations are powerful. New data from Nielsen’s Global Online Consumer Survey reveals that 90% of consumers online trust recommendations from people that they know, with 70% trusting the opinions posted online by unknown users.
Consumer trends to watch during the recession
The seriousness of the economic downturn is now an undeniable reality, with the optimistic prediction that digital would be unaffected exposed as a false hope. With Britain facing the 'worst recession in living memory,' this will inevitably impact on consumer trends and behaviour.
As economic woes worsen, understanding how this affects customers becomes even more critical. Businesses that have a deeper understanding of the relationship between the economy and emerging patterns of consumer behaviour are far more likely to emerge from the crisis unscathed.
