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 numberof devices owned

4 of smartphone ownersvisit social networksevery day

47%consumers multitaskusing their smartphoneor tablet when watchingTV

84%Monthly time spenton browser/appson smartphones

34 Hours

17 Mins

The Rise of C2C Marketing

Engaging the Digital Consumer

Digital Leaders Get itWhen sales declined

at Dominos Dominoslaunched a

hashtagcampaign “What is wrong with

Dominos Pizza?”

?? ?Rebuilt

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Move away from them To understandevolving

behavior

Social Editions Focus groups Experiment

Regular TVprogram withsocial elementssuch as tweets

To increase sales,Wheat Thins used humorto connect with consumers

Roped in acomedianwhose jokeswent 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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