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51% of consumers would leave a brand if digital experience isn’t as good as in-person

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Using AI to improve customer experience and customer journey orchestration

More than half of U.S. consumers (51%) say they’d be less loyal to a brand if the digital experience isn’t as enjoyable as in-person, according to PwC’s Customer Loyalty Survey 2022. For Gen Z, that number soared to 69%.

Why we care. The pandemic has put the pressure on businesses to build customer experiences online that match or exceed their in-store experience. Consumers shopping online are also only one click or tap away from a business’s competitors.

This close proximity to the competition on digital channels means that your customers could easily jump to a competitor. And marketers need to know what other reasons their customers might leave, because it’s so easy for them to switch.

Younger consumers are less loyal. Age is a factor in dropping customers. The younger your customers are, the more likely they’ll flee, according to the PwC findings.

Thirty-two percent of Gen Z stopped using a brand in the last year. This is compared to 27% for Millennials, 31% for Gen X and only 19% for Boomers.

Also, 39% of Gen Z said they are more likely to try a new brand. Millennials weren’t much more loyal at 35%, while 31% of Gen X said this, along with only 19% of Boomers.

Bad experiences and customer service. Across all industries, bad experiences with products and services (37%) and bad customer service (32%) were the top two reasons for dropping a brand.

Also, 15% said they liked another brand’s experience better, and that was the reason they left.

These three categories are directly related to experience – either your company’s or your competitors’.

Pricing is also a factor in messaging to customers, so it’s important to note that 17% of customers jumped ship because prices went up or discounts ended, and 11% went to another brand that offered lower prices.

Read next: 3 challenges of building customer trust

Data and privacy. Only seven percent of customers said they switched because they didn’t trust the business with their personal data.

Far from being shy about data, 82% of respondents to the PwC study said they would share some of their personal data if it led to better CX.

Loyalty programs also weren’t high on the list for customer exits. Only seven percent said they went to another business because they offered a better loyalty program.

All told, these findings indicate that customer experience and service, themselves, are the means to build lasting loyalty.


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About The Author

Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country’s first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.

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MARKETING

Sneak Peek: The MozCon 2023 Speaker Line-Up

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Sneak Peek: The MozCon 2023 Speaker Line-Up

The year may slowly be wrapping up but we’ve got an extra special, early gift to share before you log off that laptop and put away your favorite travel mug.

We’re thrilled to announce the first 19 extraordinary speakers that will be taking the MozCon 2023 stage in Seattle this coming August (in alphabetical order).

Snag your Super Early Bird tickets!

Meet the speakers

Amanda Jordan (she/her)

Director of Digital Strategy, RicketyRoo
@amandatjordan | @ricketyroo

Amanda is passionate about helping complex, large businesses improve their local visibility. Her background includes working with clients in the legal, health, financial, and home services industries.

Andi Jarvis (he/him)

Strategy Director, Eximo Marketing
@andijarvis | @EximoMarketing

Andi is the Founder and Strategy Director of Eximo Marketing, a marketing strategy consultancy based in the UK. Eximo works with established manufacturers who want to grow their business via direct to consumer. Andi also hosts the Strategy Sessions podcast.

Brie E. Anderson (she/her)

Owner, BEAST Analytics
@brie_e_anderson

Brie E Anderson is an Analytical Nerd with a Soft Spot for Strategy. She’s spent the last 10 years helping businesses of all sizes execute data-driven strategies to increase ROI. Today, she runs BEAST Analytics, a digital marketing analytics consultancy.

Carrie Rose (she/her)

CEO & Founder, Rise At Seven
@CarrieRosePR | @RiseAtSeven

Carrie Rose, Founder of leading Global Search-First Creative Agency Rise at Seven both driving and facilitating search demand for global brands operating in 4 locations across the world including UK, US and EU

Chris Long (he/him)

VP of Marketing, Go Fish Digital

@GoFishChris | @GoFishDigital

Chris Long is the VP of Marketing for the Go Fish Digital team. He works with unique problems and advanced search situations to help clients improve organic traffic through a deep understanding of Google’s algorithm and web technology.

Crystal Carter (she/her)

Head of SEO Communications, Wix
@CrystalontheWeb | @wix

Head of SEO Communications, Wix, Crystal is an SEO & digital marketer with over 15 years of experience. Her clients have included Disney, McDonalds, and Tomy. An avid SEO communicator, her work has been featured at Google Search Central, Brighton SEO and more.

Daniel Waisberg (he/him)

Search Advocate, Google
@DanielWaisberg | @google

Daniel is a Search Advocate at Google, part of the Search Console engineering team. His job is divided between educating / inspiring the Search community and working with the product’s engineering team to develop new capabilities.

Duane Brown (he/him)

Founder & Head of Strategy, Take Some Risk Inc.
@DuaneBrown

Duane has lived in 6 cities across 3 continents while working with Ecom, DTC and SaaS brands. He now lives in Canada helping brands grow through data, strategy and PPC marketing across search & social ad platforms.

Jackie Chu (she/her)

SEO Lead, Intelligence, Uber
@jackiecchu | @uber

Jackie Chu is currently the SEO Lead, Intelligence for Uber, driving analytics and tooling for the SEO teams globally. She has deep experience in technical SEO, content SEO, ASO and international SEO spanning both B2B and B2C industries.

Jes Scholz (she/her)

Group CMO, Ringier
jes_scholz | @ringier_ag

Group CMO at Swiss media giant Ringier, marketing technologist & mum of two tiny humans. Jes loves to talk about the future of search, smart marketing automation and travel.

Lidia Infante (she/her)

Senior SEO Manager, Sanity
@LidiaInfanteM | @sanity_io

Lidia has been working in SEO for almost a decade, helping businesses in SaaS, media and e-commerce grow online. She has a BSC in Psychology and a Master in Digital Business and is a regular speaker at SEO events such as MozCon, BrightonSEO or WTSFest.

Lily Ray (she/her)

Senior Director, SEO & Head of Organic Research, Amsive Digital
@lilyraynyc | @​​amsive_digital

Lily Ray is the Sr. Director, SEO & Head of Organic Research at Amsive Digital, where she provides strategic leadership for the agency’s SEO client programs. Lily began her SEO career in 2010 in a fast-paced start-up environment and moved quickly into the agency world, where she helped grow and establish an award-winning SEO department that delivered high impact work for a fast-growing list of notable clients, including Fortune 500 companies.

Miracle Inameti-Archibong (she/her)

Head of Organic Search, John Lewis (Financial Services)
@Mira_Inam

Miracle is Head of Organic Search at John Lewis (Financial Services) and is armed with more than a decade of supporting national, and global brands with technical SEO and data strategy.

Noah Learner (he/him/his)

Product Director, Two Octobers
@NoahLearner | @twooctobers

Noah is a technical marketer, nicknamed the Kraken, who is happiest building SEO tools, automations, data pipelines and communities. When not in the lab, he loves skiing, fly fishing, camping with his family, and walking his dog, Shadow.

Dr. Pete Meyers (he/him)

Marketing Scientist, Moz
@Dr_Pete | @Moz

Dr. Pete is Marketing Scientist for Seattle-based Moz, where he works with the marketing and data science teams on product research and data-driven content.

Ross Simmonds (he/him)

CEO & Founder, Foundation Marketing
@TheCoolestCool | @FoundationIncCo

Ross Simmonds is the founder & CEO of Foundation, a global marketing agency that provides services to organizations all over the world ranging from some of the fastest-growing startups to global brands. He was named one of Atlantic Canada’s Top 50 CEO.

Tom Anthony (he/him)

CTO, SearchPilot
@TomAnthonySEO | @SearchPilot

Tom is CTO at SearchPilot, where he leads the engineering & product teams. Tom has been working on the web for over 25 years, and has a PhD in Computer Science. He lives with his wife and 3 daughters in Germany.

Tom Capper (he/him)

Senior Search Scientist, Moz
@thcapper | @Moz

Tom heads up the Search Science team at Moz, providing research and insight for Moz’s next generation of tools. Previously he headed up the London consulting team for SEO agency Distilled, and worked as a chef in a roadside grill.

Wil Reynolds (he/him)

CEO & Vice President of Innovation, Seer Interactive
@wilreynolds | @SeerInteractive

Wil has been leading the charge to leverage “Big Data” to break down silos between SEO, PPC, and traditional marketing — pulling together data from various sources to see the big picture.

Meet the emcees

Cheryl Draper (she/her)

Event Marketing Manager, Moz
@CherylDraper | @Moz

Melissa Rae Brown (she/her)

Learning Team Manager, Moz
@Melissa_R_B_ | @Moz

Ola King (he/him)

User Researcher, Moz
@justolaking | @Moz

From fan favorites to fresh faces, it’s a pretty great start to what’s sure to be the best MozCon yet! We’ll have even more incredible speakers to reveal, including our community speaker lineup, in early 2023.

But don’t wait to snag your tickets! Save up to $600 on MozCon 2023 now with Super Early Bird pricing.

Grab your Super Early Bird tickets!

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