Sign up to get full access to all our latest content, research, and network for everything customer contact.

A Global Study of the Drivers of a Sucessful Online Experience

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

According to the 2nd Annual Connected Customers Report, brand loyalty can be won or lost in 76 seconds.

With 20% of consumers spending half or more of their expenditure online, providing the "connected customer" with a digital experience has never been more critical.

LivePerson’s latest report A Global Study of the Drivers of a Successful Online Experience gleans insight into four major themes in defining a successful online experience:

  • Room for improvement - Consumers are quick to look elsewhere when they feel that expectations are not being met
  • Brand trust and loyalty - Every interaction with a brand is a defining moment – it can either drive customer loyalty, or on the contrary, lead to abandonment to a competitor
  • Speed and efficiency - The window of expectation for timely assistance is growing narrower
  • Moments that matter most - While consumers are growing increasingly adept and self-sufficient online, identifying the key moments where they may require support during their digital journey is proving to be essential