8% of Indian customers will remain loyal to brand after unsatisfactory digital experience: SAP Report

Tuesday, April 18, 2017 by Abhi
Photo : eMarketeer

According to a report published by SAP SE, global market leader in ERP software, 9 out of 10 customers switch brands due to an unsatisfactory digital experience.

The report which was titled as "India Digital Experience Report" says the best-known brands in India jeopardise customer loyalty over an unsatisfied digital experience. The report states only 8 percent of the existing customers who are unsatisfied with their digital experience would continue to remain loyal to the brand while other will switch brands. 

Today, the digital experiences can make or break a brand and a strong digital infrastructure is necessary for any brand to remain relative to its target audience. The SAP report further finds how a significant digital gap exists between the best and worst-performing brands across all markets in Asia Pacific Japan.

Deb Deep Sengupta, President and MD of SAP India said "“Digital transformation will be crucial for accelerating the growth of India’s economy. The report corroborates the need for the industry to identify ‘Digital Business Leaders’ who can address the digital experience that businesses provide to their customers. SAP feels proud to be associated with these ‘Digital Winners’ who have embraced a digital mindset and a will to succeed in this digital economy.”

Further, the SAP report also states that India's economy is expected to grow from USD two trillion to USD 10 trillion by 2030.

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