Brand Loyalty Can Be Won or Lost in 76 Seconds, According to LivePerson Global Consumer Engagement Research

Brand Loyalty Can Be Won or Lost in 76 Seconds, According to LivePerson Global
                         Consumer Engagement Research

  PR Newswire

  NEW YORK, Nov. 19, 2013

- Real-time, Human-Touch Proves Essential for Online Businesses

NEW YORK, Nov. 19, 2013 /PRNewswire/ -- LivePerson (NASDAQ: LPSN), a leading
provider of digital engagement solutions, today announced the results of its
second annual "Connecting with Customers" research, a comprehensive global
study examining trends in online behavior and consumer expectations. The
survey revealed that 69% of consumers are more likely to be loyal to a brand
that provides live, human assistance at critical moments, and 82% indicate
their perception of a brand improves when live chat is available.

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Most significantly, the research shows the window to win or lose brand loyalty
is a mere 76 seconds. Consumers expect access to real-time help within 76
seconds, and if they don't get it, they chose the slower, more frustrating
option of email or abandon the site entirely, according to the research.

"The digital era is massively de-personalizing, so anytime brands can engage
their customers with a more personalized, human touch, it makes a meaningful
difference," said Anurag Wadehra, Chief Marketing Officer at LivePerson. "Our
customers continuously push us to develop innovative ways to help them connect
with consumers, and this research validates our belief that no matter how
connected today's consumers are, they still crave real-time, human
communication with brands online, and they want it on the go, from the channel
they are in."

According to the research, digital engagement tools like live chat, which
provide timely, one-to-one assistance to consumers, are becoming essential for
increasing brand loyalty – especially as the amount of time consumers spend
communicating with brands online increases: approximately one in five of
consumers (19%) spend 50% of their shopping expenditure online. Failure to
engage these consumers in the right way can translate to lost revenue and lost
brand value.

An executive summary and full copy of the report can be found at: The
Connected Customer blog

Four key themes emerged from the "Connecting with Customers" research

Brand Trust and Loyalty Despite living in a digital world, where information
or purchases are just a click away, it remains clear that there is no
substitute for the human touch. Live digital engagement between brands and
consumers is not only effective in driving revenue, but it also increases
brand value and loyalty according to the survey. 78% of consumers agree that
they are more likely to be loyal to a company that provides real time,
one-to-one support at critical moments during their digital journey. More than
80% of global consumers indicated that they want to engage in live chat
sessions when they need help online, and stated that they have a stronger
perception of a brand when there is a real-time, human connection available.
Additionally, 88% of respondents indicate that chat with a live agent makes
their experience better when they need help online; and approximately 45% say
they'd abandon a purchase if it wasn't possible to communicate with a company
representative via live chat if they had a question or problem.

Speed is Non-negotiable Gone are the days of waiting hours for an email
response, or even a few minutes to hold on a call. Today's consumers are on
the go, and want to be able to connect with brands at any time, from anywhere.
According to the research 73% of consumers stated speed and efficiency was the
number one factor in creating a great online experience, and 72% of consumers
cite immediacy as crucial when communicating with a brand when they have a
question or need assistance. In addition, 56% of respondents indicated they
would return as a customer if a brand saved them time online.

High Impact Moments Throughout the digital journey, there are particular
points when consumers are more likely to need help or guidance in order to
reach their goal. If brands identify and anticipate consumer needs in these
moments that matter most and engage them right away, they can better help the
consumer to reach their goal. If they fail to provide the right support or
engagement, they risk losing that customer all together. According to
research, the most critical moments in the customer journey where assistance
is needed include: when a consumer has a specific question about a product or
service they want to buy (42%), as well as the actual moment of purchase, with
35% of respondents saying that they need help or support at this stage. And
even after the purchase has been made, consumers want access to help or
support when they have a problem with the product after they receive it (35%).

Consumer Expectations and Frustration Although brands invest significant
resources into their digital assets, consumer expectations are constantly
evolving, creating both an opportunity and challenge for brands to keep up
with the pace of change. The "Connecting with Customers" research indicates
that 49% of consumers continue to find websites difficult to navigate, with
33% struggling to seek help or locate customer service. The results of a poor
online experience can be substantial according to the research, with 45% of
consumers stating they will abandon their purchase; 43% will feel a loss of
trust; and 32% don't feel valued as a customer.

The implications for brands are clear-- a positive experience drives loyalty,
and a negative one can be very harmful to a company's bottom line and
reputation. More than two thirds of respondents (78%) stated they are more
likely to be loyal to a brand as a result of a positive online experience.

Research Methodology 6,054 online interviews were conducted with adults aged
18-64 who make an online purchase at least once a month. Interviews were
carried out across UK, France, Germany, Italy, Japan, USA and Australia during
September 2013. Research was conducted by Loudhouse, an independent research
agency based in London.

About LivePerson LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform
that enables businesses to proactively connect in real-time with their
customers via chat, voice, and content delivery at the right time, through the
right channel, including websites, social media, and mobile devices. This
"intelligent engagement" is driven by real-time behavioral analytics,
producing connections based on a true understanding of business objectives and
customer needs.

More than 8,500 companies rely on LivePerson's platform to increase
conversions and improve customer experience, including Hewlett-Packard, IBM,
Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.

LivePerson received the CODiE award for Best Content Management Solution in
2012, and has been named a Market Share Leader by Frost and Sullivan in 2012.
LivePerson is headquartered in New York City with offices in San Francisco,
Atlanta, Amsterdam, Santa Monica, Tel Aviv, London and Melbourne.

For more information, please visit . To view other press
releases about LivePerson, please visit

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Media Contacts: Erin Kang +1-917-214-6349

Atomic PR for Liveperson Kym Lino +1-212-699-3746

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