Millennials are more likely to vocalize negative experiences with a brand than older consumers: Adobe Study

Adobe has announced the findings of its Experience Index 2018 which revealed that consumers in India are delighted by new technology-based experiences, and are showing a preference for automation and non-human interactions with brands. The research was announced at Adobe Symposium 2018, a digital marketing event, held in Mumbai. Over 1,400 people attended the event to hear the incredible digital transformation stories of some of the country’s biggest brands and inspirational speakers.

The Adobe Experience Index 2018 outlined areas where businesses could improve to provide delightful customer experiences, measuring four tenets: Know Me & Respect Me, Delight Me At Every Turn, Make Technology Transparent and Speak in One Voice. Cohering with the Indian culture and traditions, Know Me & Respect Me emerged to be the most important tenet of building a great experience for Indian consumers, followed by Delight Me At Every Turn.

“Delivering great customer experiences is a competitive advantage. With rising internet and technology proliferation, customers have never been more empowered to voice their opinions when their brand experience is bad. The Experience Index 2018 reinforces the role of data and analytics in helping brands to truly understand their customers and work towards delivering incredible experiences across every touchpoint. At Adobe, we are partnering with Experience Makers across India to ensure they have the technology they need to deliver compelling experiences for customers,....Read More

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