The "digital reflex" refers to a fundamental shift towards a more unconscious use of digital services and applications. The global study examines the extent to which consumers are dependent on applications and digital services and how this affects their expectations of companies and brands.
Above all, she notes an increasing intolerance towards performance problems. Nowadays, if an application loses users, a brand also loses customers. Application loyalty is the new brand loyalty. Companies must take this into account in order to remain relevant and competitive.
Growing dependence on applications and digital services
Modern technologies have fundamentally changed the way we live, work and play. Digital services are now an integral part of our everyday lives. Yet many consumers are not even aware of how their use of such digital services has developed. On average, respondents to the AppDynamics survey estimate that they use seven digital services a day.
In reality, however, the figure is more than 30. 68 percent are aware that they use far more digital services than they consciously realize and appreciate their positive impact on their daily lives.
- 70 percent are convinced that digital services help them to reduce stress.
- 68% believe that digital services have improved their productivity at home and at work - a significant increase compared to 43% in 2017.
The age of the "digital reflex"
Digital services have long since become an unconscious part of human behavior - a "digital reflex". While consumers used to make a conscious decision to use a digital service to get something done, today this often happens spontaneously. The majority (71%) of respondents admit that digital services are so firmly anchored in their everyday lives that they can no longer accurately assess their influence.
- 55 percent can only do without a mobile device for up to four hours before they find it difficult to manage even everyday tasks.
- 61 percent admit that the very first thing they do when they wake up in the morning is reach for their cell phone - even before they speak to anyone.
Digital performance has an impact on sales
More than three quarters of consumers (76 percent) say that their expectations of the performance of digital services are increasing, compared to 62 percent in 2017. Similarly, the majority (70 percent) of respondents say they are less tolerant of problems with digital services today than they were two years ago.
This increasing intolerance means that consumers are demanding an intuitive and ever better customer experience from the brands they interact with:
- 50 percent of respondents would be prepared to pay more for a company's product or service if its digital services were better than those of a competitor.
- 85 percent expect to choose brands in the next three years based on the variety of digital services they offer (web, mobile, networking, etc.).
- More than half (54 percent) now place greater value on digital interaction with brands than on physical interaction.
Application loyalty is the new brand loyalty
This zero-tolerance attitude of consumers towards poor digital services should make companies sit up and take notice. The study shows that consumers tend to take action in the event of performance problems: they switch to the competition (49%) or advise others not to use the service or brand (63%) - without informing the brand and giving it the chance to improve.
"In the age of the digital reflex, consumers no longer forgive or forget bad experiences. Excellence in digital is the foundation for any business today, but the real winners will be those that consistently exceed customer expectations," says Danny Winokur, General Manager at AppDynamics.
How brands survive in the age of the "digital reflex"
Many companies today are investing heavily in digital innovation to increase customer loyalty and sales. However, if they do not monitor the performance of their applications and digital services, there is a significant risk that customers will be dissatisfied or even migrate to another brand.
A few simple steps can already help to meet these challenges and fulfill or exceed the rising expectations of the digital customer experience:
- Focus on application performance: Implementing a robust APM (Application Performance Management) solution helps to ensure the performance of business-critical applications and the user experience.
- Aligning performance with business success: Measuring and analyzing the performance of applications and aligning them with business performance ensures that digital services always target business goals such as customer satisfaction and revenue.
- Decisions and actions based on facts: First-class digital experiences require real-time monitoring of the entire technology stack, from the customer's device to the back-end application and the underlying network. Solutions that take an AIOps approach are crucial here, meaning that data is quickly and automatically transformed into meaningful insights using machine learning and AI.