The New Normal – Living Life Online, Volume 2

Summary

In volume one of The New Normal: Living Life Online report, consumers revealed the COVID-19 pandemic has changed their digital behavior for the long run. However, nearly one-third of consumers shared that a difficult login process is frustrating enough to cancel their account or seek another service. Organizations must provide an easy and effortless experience, starting with registration, to ensure loyalty and reduce costly customer churn.

Volume two of The New Normal: Living Life Online focuses on consumers’ preferences when it comes to online experiences, including how they log in and what features are most important for retaining their loyalty. The report also uncovers what’s at stake for organizations that fall short on delivering amazing digital experiences.

Consumers don’t want to be slowed down when it comes to registration or ongoing authentication. They prize apps and services that protect their personal data, but at the same time recognize them and provide personalized experiences. In our new online-centric reality, businesses must be ready to address both these historically conflicting consumer priorities.

Getting Locked out of Accounts is More Frustrating for Nearly Threequarters (72%) of Consumers than Forgetting Their Mast at Home (44%) or Not Finding Toilet Paper at the Store (51%).

Key findings of this report include:

• Consumers have a short fuse when it comes to poor digital experiences, with 35% cancelling or deleting an app if they have trouble logging in, while 32% said they would switch to a competitive service or app.
• Getting locked out of accounts is more frustrating for nearly three-quarters (72%) of consumers than forgetting their mask at home (44%) or not finding toilet paper at the store (51%).
• Globally, consumers are turning away from traditional passwords and usernames, preferring biometrics or multifactor authentication (MFA) to log in where available (57%).
• Consumers said preventing their data from being resold to third parties is a top priority when considering app features (70%).