Quadrangle

Make sure you haven’t missed any of our insights into today’s digital customer landscape. Over the past few weeks, we’ve shared detailed insights into the four distinct customer cohorts that are shaping how brands need to engage with their audiences: Digital Masters, Mobile Masters, Power Masters and Digital Doubters. Each displays a unique set of behaviours and preferences, and poses a different challenge for brands. Whether you’re looking to connect with the tech-savvy Digital Masters, navigate the complexities of the Mobile Masters, meet the high expectations of the Power Masters or overcome the scepticism of Digital Doubters, our report offers the insights you need. Catch up on the different segments now: Digital Masters: https://lnkd.in/dK-zKbsp Digital Doubters: https://lnkd.in/dPWR5rNs Mobile Masters: https://lnkd.in/ei_HBjDm Power Masters: https://lnkd.in/dCADwUiu #Quadrangle #CustomerCohorts #DigitalStrategy #BrandEngagement

Introducing the Power Masters: Quadrangle’s Fourth and Final Customer Cohort. The Power Masters may be the smallest cohort, but they pack a significant punch when it comes to expectations of brands and financial clout. Power Masters are defined by their high levels of perceived control in their relationships with brands, mirroring the Digital Masters in many service expectations but differing in their lower reliance on mobile and digital channels. For example, they are much less likely to use their smartphones as a primary information source (14% vs. 73% for Digital Masters) and prefer a balanced mix of digital and offline interactions. But despite lower levels of digital engagement, they are just as demanding as the Digital Masters: ● 69% expect the same quality of service across all channels ● 58% use brands that simplify interactions more.   ● 42% are impatient with service, expecting things right the first time. Higher levels of affluence make the Power Masters an attractive prospect, but with a willingness to vote with their feet, they are likely to be very unforgiving of ‘faceless’ experiences, or onerous, fractured customer journeys. They’re also not afraid to take your brand to task if you don’t deliver. Learn more about the Power Masters here: https://lnkd.in/dCADwUiu #Quadrangle #PowerMasters #CustomerExperience #BrandStrategy #InsightsReport

Reconnect with the Mobile Masters - a group that defies digital expectations. This cohort is heavily reliant on smartphones but doesn’t fit the mould of digital enthusiasts. With significant growth since we started tracking the population in 2016, the Mobile Masters represent a unique segment whereby their high mobile usage does not translate into equally high levels of digital engagement. Understanding the Mobile Masters is important for brands looking to acquire or deepen their existing relationships with this nuanced audience. They might be on their phones all day, but brands need to know how to cut through. If you missed it, explore the key strategies for engaging Mobile Masters: https://lnkd.in/ei_HBjDm #Quadrangle #MobileMasters #CustomerExperience #BrandStrategy

Rediscover the Digital Doubters. Our report profiles the Digital Doubters; a customer cohort that has consistently shown scepticism towards digital interactions with brands, preferring more traditional forms of engagement. But despite their resistance, they remain a significant market segment, with distinctive demographic differences. Digital Doubters are typically less mobile dependent and have a strong leaning towards personal interaction. Brands aiming to connect with this group need to be attuned to the preferences and priorities, to ensure an inclusive and rewarding approach across all customer touchpoints. If you haven’t already, gain a deeper understanding of the Digital Doubters and how to reach them effectively: https://lnkd.in/dPWR5rNs #Quadrangle #DigitalDoubters #CustomerEngagement #BrandStrategy

Revisit the Digital Masters: the vanguard of digital engagement in the UK. Highly connected, tech-savvy, confident and enthusiastic in their digital interactions with brands, they are not just comfortable with technology, but are driving digital adoption, willing to share data and engage deeply with your brand. The influence of Digital Masters in the economy has surged across the last eight years, making them an incredibly important segment for any brand looking to stay relevant. If you missed it, check out the Digital Masters report here: https://lnkd.in/dK-zKbsp #Quadrangle #DigitalMasters #CustomerExperience #BrandStrategy

We are in our digital ubiquity era. But not everyone is happy about that. Quadrangle has charted the changing digital landscape over the last eight years, examining how digital is transforming customer-brand expectations and interactions. Our latest report offers a comprehensive view of what’s changing, with a focus on the four key customer cohorts who are reshaping the face of digital engagement in the UK: • Digital Masters • Digital Doubters • Mobile Masters • Power Masters Deepen your understanding of the digital frontrunners and learn how to better connect with more cautious and sceptical audiences with our latest report. Check out the introduction here: https://lnkd.in/duuU7SYP #Quadrangle #DigitalTransformation #CustomerInsight #BrandStrategy

Meet the Mobile Masters: Quadrangle’s Third Customer Cohort. We’re delighted to introduce the Mobile Masters, the third of our four cohorts. This group, which has seen a significant 12% growth since 2016, is defined by its high reliance on smartphones, yet distinctly-reduced digital engagement compared to Digital Masters. Understanding the Mobile Masters is crucial for brands looking to engage effectively with this growing segment. They represent a unique blend of high mobile usage with relatively low digital engagement. That means brands need to tailor their strategies to meet these customers where they are, and avoid assuming that they are a ‘ready made’ target audience, or that their reliance on their phones makes them digital enthusiasts. Key insights include: - Smartphone Usage: 88% use their smartphone throughout the day, with 64% using it as the first source of information.  - Digital Engagement: Just 27% prefer to deal with brands online or via apps, compared to 49% of Digital Masters. - Social Media: only 10% are looking for brands to actively try to engage with them on social media. Sign up here to receive a copy of the Mobile Masters report and stay tuned for insights on the final cohort: Power Masters. https://lnkd.in/dZRMgaHr #Quadrangle #MobileMasters #CustomerExperience #BrandStrategy #InsightsReport 

Thank you to everyone who joined our recent New Masters Webinar on the current state of digital engagement in the UK. Our fantastic speakers, including Simon Brady, Lindsay Forster, Alison Camps FRSA CMRS and Ben Skelton, shared invaluable insights from their experience, discussing trends and their implications for creating effective customer strategies. Key discussion points included: - The shifting sands in the landscape since the pandemic and the important differences between mobile dependency and ‘true’ digital engagement - The importance of genuinely excelling in omnichannel experience to meet increasing levels of expectation - The still-critical influence trust has in brand-customer relationships, particularly in a rapidly changing context - Concerns around digital inclusion and how to ensure that technology plays a proportionate and appropriate role in customer journey design For those of you who couldn’t make it, don’t worry, you can read our latest blog and watch the recording here: https://lnkd.in/dkcKN9MY #Quadrangle #DigitalEngagement #CustomerExperience #BrandStrategy

Only 2 days left until our highly anticipated webinar on July 17th. Get ready to explore the future of digital engagement with insights from industry experts like Simon Brady from London Gatwick Airport, Lindsay Forster from Shepper, Alison Camps FRSA CMRS from Quadrangle and Ben Skelton from Quadrangle. Learn about the impact of digital and smartphones on brand engagement, evolving customer expectations, and how different customer groups feel about the role of AI in building successful customer relationships. Secure your spot today: https://lnkd.in/dJ-NZ6Fw #Quadrangle #DigitalEngagement #CustomerExperience #BrandStrategy #WebinarAlert

Our upcoming webinar on the future of digital engagement is less than a week away. Join us on Wednesday July 17th to hear insights from industry leaders, including Simon Brady from London Gatwick Airport, Lindsay Forster from Shepper, Alison Camps FRSA CMRS from Quadrangle and Ben Skelton from Quadrangle. Learn how to be inclusive in your engagement with customers, navigate growing expectations of omnichannel excellence, and how to stay ahead in the rapidly changing digital and m/e-commerce landscape. Sign up today to avoid missing out! Reserve your spot here: https://lnkd.in/dJ-NZ6Fw #Quadrangle #DigitalEngagement #CustomerExperience #BrandStrategy #WebinarAlert