Application loyalty is the new brand loyalty as consumers demand a flawless digital customer experience according to from a new study examining consumers’ reliance on applications and digital services.
San Francisco based application performance management vendor AppDynamics, a Cisco company, released the latest report in its App Attention Index research series, revealing the emergence of “The Era of The Digital Reflex,” and what it calls “a seismic shift in the way consumers interact and engage with digital services and applications.”
The global study also identified how these digital dependencies impact consumers’ expectations of the businesses and brands they engage with, their increasing intolerance of performance problems and the urgency with which brands must take action in order to remain relevant and competitive in a world where application loyalty is the new brand loyalty.
According to the report’s findings, “Consumers choose retailers according to how quickly they can get access to a product or service without visiting a store (63%), and they pick their bank based on the ability to perform all transactions digitally (58%).”
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