Tracking Customer’s Online Expectations

by Barb Mosher Zinck | May 22, 2014 4:08 pm

Lithium has come out with some new survey results that you might want to consider carefully. A recent survey by Harris Poll was conducted in April with 2100 American adults. What they found was that people spend a lot of time online (no real surprise there!).

The survey found that 81% use an online source to research big purchases, and 67% use at least two different online resources. The study also found that calling a toll free number is often a last resort.

The Web is also a place to get help – 87% have done it, and 66% expect a same day response (43% expect one in an hour).

When it comes to complaining online, it’s more popular among the young (35-44 year olds)

It’s true that many people head online to get a brand’s attention and to online shop. Every brand needs an online presence, including a social media presence. Just remember that you need to get those customer journey’s clear identified and plan your digital strategy around them. Otherwise, you’re probably wasting time and money.

 

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