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Digital Media Consumption Behavior and Trends

3 minutes, 25 seconds read

With the relentless treadmill of disruption, the potential of media and entertainment companies to understand their customer’s digital consumption behaviour today is greater than at any time in history. 

Among the digital devices, mobile devices have taken over as the preferred medium of consuming content online. The smartphone market has seen unprecedented growth in the last 5 years. Smartphone devices across the globe grew at a CAGR of 17% as compared to 9.5% growth in all mobile devices. Smartphones crossed 2 billion marks in 2014 and are expected to reach 4.6 billion by 2019. 

This led to an increase in the number of devices capable of supporting digital media in tandem. Billions of screens and increasing internet access speed provided consumers with an option to access the media content of their choice anytime, anywhere.

Consumers are shifting their preferences towards digital media consumption as compared to traditional forms of media such as TV, print press, and radio. People are spending more time on digital forms of media rather than traditional mediums. This increase is mainly coming by cannibalizing traditional advertising mediums.

The increasing popularity of digital media has provided for a paradigm shift in global advertising spends.  Marketers who are seeking to monetize content and capture growth are following the changing trend and increasingly allocating their budget to digital mediums. Spending on digital media as a percentage of total advertising spend has increased from 21% in 2010 to 28% in 2015 and is further expected to reach 36% by 2020.

Gen Z’s digital media consumption trends

Generation Z represents 1.8 billion people or 24% of the world population. Having an invigoratingly different attitude, Gen Z has a tremendous effect on the overall perception and digital media consumption. 

They prove to be more entrepreneurial; growing up with search engines they like to discover content for themselves. They also like to be involved in the process, contribute to the solution and be more absorbed in experiences. 

Though a wide range of digital consumption, the Gen Z capture insights from an array of sources. Translating these resources into viable products, services and business models will go a long way in defining the leaders of today and the leaders of tomorrow

Billion screens into digital consumption powerhouse

With a population of more than 1.3 billion and around 570 million internet subscribers, India has the world’s second-highest number of internet users after China; growing at a rate of 13% annually. India to overtake the US on time spent on digital videos. The global streaming platforms are looking to capitalize on the country’s fast-growing digital content consumption. The impressive scale of the market and a liberal foreign investment environment are strategically appealing to investors.  

Media consumption billion screens

India is among the top five markets in the world based on the number of users for online and mobile gaming; with more than 90% of millennials preferring smartphones over gaming PCs and other devices. Besides, India consumes the highest data per user in the world. In 2019, adults in India, on an average spend 29.9% of their total daily media time on digital. In a recent report, the Telecom Regulatory Authority of India estimated the digital consumption of data to be around 7.69 gigabytes per month.


Leap through these Digital Challenges

India offers global investors enormous opportunities for growth. However, there also are several persistent challenges to consider before making the leap. Increasing use of digital media has accelerated video consumption, but it also has increased the piracy threat. In fact, growing piracy is likely to restrict the full monetization of content. As well as large-scale acceptance of subscription video on demand in India.

Digital advertising, a top-30 focus area of the industry, has lost as much as US$8 billion in revenues. Half of the loss incurs from “nonhuman traffic” — fake advertising impressions; that are neither generated by genuine advertisers nor received by actual consumers. The other half derives from a variety of factors such as ad-blocking and content infringements, like the sharing of passwords.

We provide innovative solutions for growth, customer engagement and streamline business processes. 

Want to make the maximum of your brand? 

Reach out to us at hello@mantralabsglobal.com

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The Human Touch in a Digital World: Why Personalization is Key to a Winning CX Strategy in the US

Welcome to a world of customer experience evolution where technology and humans sync fluidly, to create harmonized personalized interactions. In the throbbing epicenter of the US innovation realm, the quest for customized experiences is the pivotally driving force. Come along on the expedition through CX, as we unveil the mystery of how we can make the connection between the digital era and hearts and minds. The United States is recognized as one of the most dynamic markets in the world. Thus, this is an opportunity for businesses to decipher what consumers are looking for and how they can use personalization to gain a competitive advantage in a highly competitive space.

The Evolution of Customer Expectations

customer experience

As technology continues to advance at a rapid pace, customer expectations are evolving accordingly. According to a recent report by Epsilon, 80% of US consumers are more likely to make a purchase when brands offer personalized experiences. This indicates a clear shift in consumer behavior towards expecting tailored interactions that cater to their individual needs and preferences.

Strategizing Amid Digital Evolution

While digitalization revolutionizes business operations and customer interactions, it also poses a nuanced challenge. Companies leveraging automation and AI must balance efficiency gains with maintaining the human touch crucial for meaningful customer connections.

  • Loss of Human Touch: The reliance on automation and AI may lead to a depersonalized customer experience, where interactions feel scripted and devoid of genuine empathy.
  • Customer Disconnect: In the pursuit of efficiency, businesses may inadvertently overlook the individual needs and preferences of their customers, resulting in a disconnect between the brand and its audience.
  • Risk of Alienation: Failing to strike the right balance between technology and humanity can alienate customers, leading to decreased loyalty and trust in the brand.

Balancing technological innovation with a human-centric approach is essential to avoid alienating customers in this rapidly evolving digital landscape.

Understanding the US Market Dynamics

The US market is known for its diversity, both in terms of demographics and consumer preferences. What resonates with one segment of the population may not necessarily appeal to another. Therefore, a one-size-fits-all approach to CX is no longer viable. According to research by Forrester, 77% of US consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. Businesses operating in the US must adopt a nuanced understanding of their target audience and tailor their CX strategies accordingly to foster genuine connections.

The Power of Personalization

Personalization empowers businesses to cut through the noise of mass marketing and deliver relevant, timely experiences that resonate with individual customers. By leveraging data analytics and AI technologies, companies can gain deeper insights into customer behavior and preferences, allowing them to anticipate needs and personalize interactions at every touchpoint. According to a survey conducted by Accenture, 91% of US consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.

Companies like Netflix and Amazon are way ahead when it comes to offering personalized cx to their consumers. They are constantly capturing the user behavior to understand their customer’s intent and interests and recommending the products based on the data. To meet today’s customer expectations, insurance, and healthcare firms are also leaving no stone unturned. 

  • We worked with an insurance arm of India’s largest public sector bank- SBI General Insurance to harness the power of personalization, tailoring every interaction to the unique needs and preferences of each individual customer. 
  • We partnered with Manipal Hospitals to create a personalized experience not just for the patients but also for clinic staff and doctors by developing a comprehensive suite of hospital management systems. 

Building Trust and Loyalty

In an era plagued by data privacy concerns and information overload, earning and maintaining customer trust is paramount. Personalized experiences demonstrate that businesses value their customers as individuals rather than mere transactions. This, in turn, fosters loyalty and encourages repeat business, driving long-term success and sustainable growth. According to Salesforce, 52% of US consumers are likely to switch brands if a company doesn’t personalize communications to them. (Click here to explore this blog and delve deeper into how CX innovation fosters trust and cultivates loyalty.)

Overcoming Challenges

Navigating the path to personalized customer experiences is fraught with challenges, but with proactive strategies and innovative approaches, businesses can overcome these hurdles. Here are some key tactics to surmount the obstacles:

  • Data Governance and Compliance: Implement robust data governance frameworks to ensure compliance with evolving privacy regulations such as GDPR and CCPA.
  • Integration of Technology: Invest in integrated platforms and tools that enable seamless collection, analysis, and utilization of customer data across various touchpoints.
  • Customer Consent and Transparency: Prioritize transparency and seek explicit consent from customers regarding data usage, fostering trust and accountability.
  • Dynamic Personalization Models: Develop agile personalization models that adapt to evolving customer preferences and behaviors in real-time.
  • Employee Training and Empowerment: Provide comprehensive training programs to equip employees with the skills and knowledge necessary to deliver personalized experiences effectively.

By addressing these challenges head-on and embracing a culture of innovation and adaptability, businesses can unlock the full potential of personalized CX and differentiate themselves in a competitive market landscape.

Conclusion

In conclusion, the human touch remains indispensable in a digital world, especially when it comes to CX in the US. By prioritizing personalization and striking the right balance between digital innovation and human connection, businesses can differentiate themselves in a competitive landscape, build lasting relationships with customers, and drive sustainable growth in the long run. Embracing the power of personalization isn’t just a strategy; it’s a commitment to putting customers at the heart of everything you do. 

Ready to enhance your CX strategy? Contact us now to explore innovative solutions tailored to your business needs.

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