InQuira Resources—Webinars

The Transformation of the Online Experience

Maintaining customer mindshare and loyalty through a superior online experience

Presenters:

• Tom Sweeny, Principal & Founder, Service XRG
• Jason Hekl, Vice President of Marketing, InQuira

Providing customers with a great experience used to be easy as long as you had friendly, attentive employees to help them through their purchase or service needs. The virtual world has dramatically changed this dynamic, fundamentally altering how customers make purchasing decisions, conduct transactions, and request support.

Now, instead of heading into their local store or service center, customers are going online, where they have immediate access to information that they never had before; where they can purchase products from anyone, anywhere in the world; and where they ultimately have more control over the entire experience. This shift means companies must be able to provide a superior online experience in order retain and acquire customers that are necessary for business growth and profitability.

To further explore how the web is changing the customer experience, InQuira sponsored a study conducted by Service XRG who interviewed 503 online customers and 311 companies to identify how customers are using the web to make purchase decisions and what companies can do to provide them with an experience that meets and exceeds their needs and expectations.