Digital CX, small company's priority

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 08, 2021, 4:51 AM UTC

Skynova surveyed over 1,000 professionals to determine the impact of digital changes on businesses amid COVID-19.

According to the survey, 37% of small companies (less than 10 employees) are more likely to have seen fewer sales during the pandemic compared to larger businesses, 50-99 employees. While 63% of small companies have yet to move their activities online, 81% of large companies have moved their operations online.

Improving customer experiences (CX) is the main objective of being online for 57% of small businesses, while sales and marketing is the chief reason for being online for 45%. Other digital priorities include expansion, market growth, operations, and service delivery.

Large businesses (over 500 employees) report improvement in service delivery, talent sourcing, and employee experience as priorities. When it comes to digital platforms, 70% of professionals in small companies prefer Facebook, followed by YouTube (46%).

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