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Journalism of Courage
NCR Corporation revealed results of a new survey which shows that 91 per cent of Indian consumers are more likely to opt for retail,financial services or travel companies which offer them greater control over where,when and how they interact across a range of channels including social media and smart phones.
The findings show that Indian consumers today are demanding more seamless and personalized experience across multiple self-service technologies.
An overwhelming 88 per cent of Indians surveyed said they are more likely to choose retailers that enable them to interact via their preferred combination of online,mobile and in-store self-service channels. Beyond this,94 per cent of those surveyed said organisations need to do more to ensure their social media activities are properly integrated with these channels.
Indian consumers today are time-starved and digitally-enabled. They are frustrated by inconsistent experiences across channels and demand more personalised,unified interactions whether on the web,in-store,or using their mobile device. Its clear that in India,more than anywhere else in the world,consumers favour companies that allow them to do business where and when they wish, said Jaivinder Gill,NCRs managing director for India.
64 per cent of Indian respondents the highest out of the nine countries which took part in the study globally strongly believe its important to be able to access consistent information on product and services through their preferred combination of online,mobile or in-store self-service channels.
When travelling,78 per cent of Indians want airlines and airports to offer kiosks,web or mobile technology to enable them to review and select flight options in the event of a delay. A further 53 per cent prefer beating the queue and moving straight to the security gate with a mobile boarding pass.
A massive 86 per cent respondents said that they were more likely to choose a travel provider that offered them greater control over managing their entire travel experience through self-service,for example searching for,securing and making changes to flight,car rental and hotel reservations.
