Consumers across generations and geographies are moving to digital channels, and running into all sorts of problems. Now 73% of frustrated consumers are considering spending their dollars elsewhere.
Brands need to get ahead of this before it’s too late. Marketing leaders need to know where digital channels fail to meet expectations, what channels consumers turn to in critical situations, and what emerging channels to keep an eye on. The goal is to design experiences that better engage customers in the new normal.
This report, produced in partnership with Precisely, is based on an October 2020 survey of over 2,000 consumers spanning five generations (Generation Z, Millennials, Generation X, Baby Boomers and Silent Generation) and six countries (United States, Canada, United Kingdom, Ireland, Australia and New Zealand).