(电子商务研究中心讯)麦肯锡的调查发现,61%的消费者更有可能从基于实时交互提供内容的公司购买商品。优化客户体验通常会转化为现实收入。
因此,SAS调查了英国的情况。
超过一半受访企业表示,通过提高实时客户参与体验,预计收入至少增长10%。1/5的企业预计收入增长20%到40%。
在提供实时交互体验方面,有些英国企业领先,也有一些企业落后。
有能力获得更多信息并基于实时交互提供内容的企业并不会一直这么做,尽管他们已经认识到这种策略在拉动收入方面的潜力。
那些投资实时交互技能的企业有能力根据不断变化的期望和环境调整方法,以确保敏锐性并获得更多的客户。让人吃惊的是,调查显示财务并不是优化实时客户体验的最大障碍(47%)。
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(来源:199IT;编选:电子商务研究中心)
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