The digital consumer

1. A Customer Experience for the Digital Generation
Source: Nielsen, “The Digital Consumer”, February 2014; Business Insider,“The Top 10 Corporate Social Media Disasters”, November 2013
The Digital Consumer
Average number
of devices owned
4 of smartphone owners
visit social networks
every day
47% consumers multitask
using their smartphone
or tablet when watching
TV
84%
Monthly time spent
on browser/apps
on smartphones
34 Hours
17 Mins
The Rise of C2C Marketing
Engaging the Digital Consumer
Digital Leaders Get it
When sales declined
at Dominos Dominos
launched a
hashtag
campaign “What is wrong with
Dominos Pizza?”
???
Rebuilt
trust
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Move away from them To understand
evolving
behavior
Social Editions Focus groups Experiment
Regular TV
program with
social elements
such as tweets
To increase sales,
Wheat Thins used humor
to connect with consumers
Roped in a
comedian
whose jokes
went viral Thus, increasing sales
#digitaltransformation
Reach out: Interested in reading the full interview?
Head to http://www.capgemini-consulting.com/digital-transformation-review-6
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