What's more, 66% of respondents expect communication via online messengers to be handled by customer service departments at individual companies – according to data published in the "Customer Experience Trends Report 2020." So how can these expectations be met, especially when a brand has several, a dozen, or even several hundred locations?

The role of online and brand trust

The role of online and brand trust

The first months of 2020 redefined how companies operate. Many brands were forced to abandon traditional communication channels and move online, which became a completely new business reality for many.

According to PinMeTo's analyses, the biggest winners of the past year turned out to be brands that successfully prioritized their visibility online through the channels consumers want – including search engines and apps that allow real-time conversations.

Building customer loyalty online

Building customer loyalty online

Consumers' growing expectations regarding brand availability across various sales channels will have long-lasting consequences for managing the relationship between a brand and a consumer. This is especially true for companies that have so far overlooked online sales channels, or those with many locations. A complete shift from offline to online can be a major challenge for them, and worse still, it can affect financial results due to the loss of previously loyal customers.

96% of respondents say that good customer experiences when using communication channels are at least somewhat important to their loyalty to a brand. And 94% of those surveyed are more likely to remain regular customers of brands that provide excellent customer service through communication channels.

Grocery store chains online

Grocery store chains online

The following data from Google Trends showing the number of searches for the phrase "grocery store" over the past 5 years clearly confirms the constantly growing importance of store chains' presence in search engines.

Why a brand like a family member builds trust

Why a brand as a family member builds trust

Ensuring that correct and complete business information is published, such as opening hours, address, or phone number, as well as keeping it constantly updated, affects a brand's visibility online. It also directly translates into customer loyalty and, consequently, into the company's financial results. This is confirmed by data from one grocery chain, which, thanks to implementing PinMeTo, recorded significant increases in all types of searches. By organizing its online presence, the company gained 135% more direct searches compared with the results before implementing the tool, 134% more map searches, and 125% more phone calls made.

 

 

PinMeTo is a startup founded in 2013, offering a platform for managing the online presence of brands with multiple locations in map services, search engines, and social media. The company employs more than 50 people in 7 locations worldwide. PinMeTo's Polish branch is located in Sopot. Companies such as H&M, 7-Eleven, and Hertz use the platform. The tool was created to provide companies with a simpler way to manage profiles and business information online for all locations from a single platform.

Summary

The "Customer Experience Trends Report 2020" indicates that 66% of consumers expect service via messengers, and PinMeTo's data confirms that brands prioritizing online visibility gained the most in the past year. 96% of respondents consider good communication experiences key to loyalty, and 94% declare they will remain regular customers of brands with excellent online service.

The example of a grocery chain that implemented PinMeTo shows the measurable effects of digital presence: a 135% increase in direct searches, 134% in maps, and 125% in phone calls. This proves that current business information online directly translates into financial results and customer loyalty.