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

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

PR Newswire

NEW YORK, Nov. 19, 2013

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 toa brand
that provides live, human assistance at critical moments, and 82% indicate
their perception of a brand improves when live chat is available.


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 toa
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

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

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 To view other press
releases about LivePerson, please visit

Twitter:  @LivePerson

Media Contacts:
Erin Kang

Atomic PR for Liveperson
Kym Lino

SOURCE LivePerson, Inc.

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