From CA's APM Solutions Chief

Matt LeRay

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Top Stories by Matt LeRay

Roaches on the Table: The New Rules of Digital Engagement Good food is not the most important attribute for a restaurant. Cleanliness is. It doesn't matter how great your dishes are - if patrons catch even a glimpse of a roach, they won't stick around to sample your cooking. The same principle applies to your company's digital experience. You may have great products at a great price. But if customers have a bad experience with your digital channels, they won't buy from you. In fact, studies show that 73-82% of customers abandon intended purchases because of a poor online experience. Worse yet, 26 out of 27 customers won't tell you why they left. They will, however, tell their friends and post reviews that hurt your brand. Unfortunately, most companies still don't take a strategic view of their customers' Total Digital Experience (TDE). Many do little more than measure... (more)