Indians Seek Personalised Customer Experiences the Most

Wednesday, 26 June 2019, 13:23 Hrs
16
cmt right
20
Comment Right
43
cmt right
13
cmt right
Printer Print Email Email
Indians Seek Personalised Customer Experiences the Most


People in India have the highest requirement for personal services in the world with 82 per cent Indians demanding offline as well as online personalised experiences, a new study by software giant Adobe said on Wednesday.

The "Adobe Experience Index 2019" that surveyed 1,000 adults found that while two out of three people in India prefer human interaction over interacting with machines, a majority of 79 per cent people are happy to have automated experiences -- especially younger consumers with 84 per cent people aged between 25-34 years. 

On the other hand, brand-loyal older Indians -- aged between 50-64 years -- are more likely to agree that brands already know and respect them. They feel brands make technology transparent to them. 

"In the past few years, India has seen competition across brand categories intensify, with businesses giving their consumers more choices than ever before. Therefore, Indians having the highest expectations across the world when it comes to personalised customer experiences does not come as a surprise," said Sunder Madakshira, Head, Marketing, Adobe India. 

The study highlighted that customer respect and personalisation are important criterias of brand interaction, even for the Gen Z consumers. 

If these expectations are not met, it could impact businesses' bottom line, with one in four consumers abandoning their cart as a result of having challenging user experience and customer care.

While Indian consumers are impressed with the potential for automation at smart stores, the study said that 18-24 years old Gen Z are less convinced that technological innovations will improve their lives. 

And just as good user experiences are seemingly earning brands brownie points, bad experiences also leads to one in three consumers over 35 years of age saying that they would stop purchasing from the company altogether. 

The top three experience-breakers for Indian customers are hidden fees after purchase, no cancellation policies for travel packages and different returns policies for marketplace sellers. 

"In order to succeed in this experience age, businesses need to be aware of what their consumers want and aim towards delivering personalised, seamless experiences in real-time," Madakshira added.



Read More News:



52% Indians Believe Smart Devices Spying on Them



IndiGo Flight's Emergency Landing in Jaipur


Source: IANS
SPOTLIGHT
Entertainment
Actor Dhanush, whose last Hindi release was R. Balkis "Shamitabh", may be working in another H..
Finance
India's tea exports increased by 11.5 per cent to 17.93 million kgs in April this year aga..
Enterprise IT
Taking on streaming giants like Netflix and Hulu, Walt Disney Co. has announced it will ..
Gadgets
Yamaha Music India has launched its first Indian keyboard PSR I500 under the 'Make in India' initi..
Travel
Imagine life being a romantic Bollywood song of the 90's. All those exotic frames punched into one..
Career
Les Roches Global Hospitality Education, a multi-national hospitality management institute, a..
Technology
To ensure uninterrupted functioning of the app in areas of low networks, Facebook-owned..
Business
Automobile major MG Motors India on Wednesday said that it plans to manufacture electric vehicle E..
Startup City
With cities growing rapidly and infrastructure not keeping pace, the daunting work com..