74% of marketers and CX professionals are investing in digital experiences in an effort to foster long-term loyalty with their customers, according to research.
Research from Clicktale, surveying 200 marketing and CX professionals across the UK and US, has found customer loyalty is the biggest driver for digital experience, with nearly three-quarters of respondents citing long-term loyalty and better relationships with customers as the top reason behind investment in the strategy.
According to the Defining Digital Experience report, the research found customer loyalty to be the number one priority for those building a digital experience strategy. This was followed by a need to understand customer behaviour (67%) and a desire to create a clearer customer experience vision (67%).
For CX and marketing managers, improving customer lifetime value was also identified as an important driver of digital experience strategies.
Sara Richter, CMO, Clicktale said: “Marketers increasingly find themselves faced with a ‘switching economy’ – in which consumers regularly flit between different brands when they’re dissatisfied with a particular experience. Given this fact, is it any wonder that so many marketers are looking to secure long-term customer loyalty through their digital experience approach?”
