According to a Boomtown report, titled “The Digital Forward Customer Experience: New Expectations and Obstacles for Today’s Storefront” nearly half of consumers say that positive experiences due to well-functioning technology lead them to greater brand confidence (46 percent) and more frequent visits to the business (44 percent). Conversely, negative experiences due to malfunctioning technology result in a decline in brand confidence and less frequent visits to the business for 28% of consumers.
Lightbulb Moment: What consumers are expecting is a seamless tie between your physical and digital location. The younger the generation, the less tolerance they would have for inconsistencies, interruptions or delays. Also, make sure your voice and tone matches as well so your personality appears the same in all locations.