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According to 73% of senior marketers surveyed by the CMO Council, customer experience is critical to their own professional success and to the ongoing success of the business. Stay on top of best practices, resources and peer-powered best practices to stay ahead of the experience curve.

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99% of companies believe achieving a single customer view is important to their business, but only 24 percent believe they have achieved it today.

MarTech Advisor

86% of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.

Salesforce

Research shows that 55% of consumers are willing to pay more for a guaranteed good experience.

Huffington Post

86% of consumers are willing to pay more for an upgraded experience.

Huffington Post

Customer frustration leads to the following: 13% tell 15 or more people if they're unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.

Think Jar

Fifty-five percent of consumers have intended to make a purchase, but backed out because of poor customer service.

RAMP

Fifty-eight percent of consumers will never use a company again after a negative experience.

RAMP

According to Forrester, the revenue impact from a modest improvement in customer experience can range from $177 million to $311 million.

Deloitte

A Temkin Group poll ranking the customer service of 235 companies across 19 industries found the cable TV industry in last place followed by ISPs in second to last place.

CNET

Customer frustration leads to the following: 13% tell 15 or more people if they're unhappy. Conversely, 72% of consumers will share a positive experience with 6 or more people.

Huffington Post

63% of companies successful in marketing automation plan to increase their marketing automation budget.

Marketo

A recent survey revealed that 564 C-level executive respondents from large global enterprises still do not have an effective business strategy for competing in a digital, analytics-enabled world.

Forbes

Facebook’s advertising revenue jumped 45% year on year to $4.3bn, while Twitter’s was up 60% to $513m.">

In 2015 advertisers began switching serious percentages of their total media investment into channels such as Facebook, YouTube and Twitter. By the end of the third quarter of 2015, Facebook’s advertising revenue jumped 45% year on year to $4.3bn, while Twitter’s was up 60% to $513m.

The Guardian

In showcasing the people behind their brand and interacting with fans in a much more personable way, Purina saw a 100 times lift in mentions on Twitter, a response rate of 86 percent, over 5,500 personalized Tweets sent, and over 6.5 million personalized impressions.

Hootsuite

18 million YouTube views, earned over $30 million in advertising and PR value through media exposure, became the second most viral ad worldwide in 2015 via Adweek, and earned a 35 percent engagement rate on Facebook and 33 percent engagement rate on Twitter.">

By emitting emotion to an audience through video in a recent campaign, Coca-Cola garnered more than 18 million YouTube views, earned over $30 million in advertising and PR value through media exposure, became the second most viral ad worldwide in 2015 via Adweek, and earned a 35 percent engagement rate on Facebook and 33 percent engagement rate on Twitter.

Hootsuite

By 2020, customer experience is expected to surpass product and pricing as the key differentiator for businesses.

Forbes

Three out of five leading performers were able to provide better support for users, regardless of their location, by using cloud-based services.

Business2Community

it has been reported that only 5% of companies personalize extensively. That is a shockingly low figure.">

Many businesses have been incredibly slow to take up personalization. In fact it has been reported that only 5% of companies personalize extensively. That is a shockingly low figure.

KissMetrics

72 percent of subscription customers failed to make a repeat purchase in the 12 months following their first purchase, as opposed to 91.5 percent of regular retail customers and 93.8 percent of flash sales customers.

The Hub

Dollar Shave Club was expected to generate $60 million in revenue, nearly tripling its 2013 revenue. Even more impressive, Honest Company was expected to bring in $150 million in revenue in 2014, landing the business a $1 billion valuation.">

Last year, Dollar Shave Club was expected to generate $60 million in revenue, nearly tripling its 2013 revenue. Even more impressive, Honest Company was expected to bring in $150 million in revenue in 2014, landing the business a $1 billion valuation.

Entrepreneur

Eighty-two percent of senior marketers feel that interconnected consumers have broken down the barriers between global and local marketing.

Forbes

Coping with the diversity of “global consumers” that also have strong regional subcultures is regarded as a challenge by 75% of senior marketers.

Forbes

55% of global consumers said they only buy products from websites that provide them with information in their own language.

Common Sense Advisory

41% of prestige brands maintain at least one local country page. These local Facebook pages have grown at twice the rate of global communities and register 50% higher engagement.

Facebook

81% of the conversions from mobile search happen within five hours of the search.

Entrepreneur

40% of mobile searches are local in nature. A staggering 77% occur when the searcher is not on the go, but rather at home or at work.

Entrepreneur

The top five tasks for which smartphones are used are making a phone call (83%), checking email (74%), searches (67%), taking pictures (62%), and accessing social media (57%).

Entrepreneur

On average, mobile now represents more than 20% of overall traffic to websites.

Forrester

66% of consumers have received a text message or mobile alert from a brand. Only 45% found it useful.

Mobile Marketing Watch

29% of adults in developed markets trust what they hear about companies through social media more than information they see elsewhere, compared to 59% for emerging markets.

Nielsen

Fully engaged customers are 37% more likely to be loyal to banking brands.

Loyalty 360

70% of buying experiences are based on how the customer feels they are being treated.

Neosperience

91% of unhappy customers will not return to purchase products.

Userlike

48% of global consumers don’t believe most brands take action on customer feedback.

Customer Think

67% of global consumers across all age groups expect brands to respond within 24 hours to their customer service questions, complaints or praise on social media.

Customer Think

The market for major household appliances in 2016 is $23.9 billion, and is expected to reach $27.1 billion by 2020.

J.D. Power

The market for household appliances is expected to generate nearly $590 billion in revenues by 2020.

Statistica

Shipments worldwide for household appliances are projected to increase from 583 million units in 2013 to 700 million units by 2017.

Statistica

Demand for power tools is projected to increase at a compound annual growth rate (CAGR) of over 5% to $36.2 billion in 2020 and $46.5 billion in 2025. 

Future Market Insights

Approximately 200 million units of electric power tools were sold globally in 2015, a significant lead over 88 million pneumatic power tools.

Future Market Insights

The market for major household appliances in 2016 is $23.9 billion, and is expected to reach $27.1 billion by 2020. 

Home Improvement Research Institute

It is projected that retail sales of the Lawn & Garden (L&G) supplies market will increase by a CAGR of 3% to reach $6.6 billion in 2019.

Statista

The shipments of these major home appliances in the U.S. are forecast to reach the highest figure to date in 2016, when 75.5 million units are projected to be shipped in the country.

Statista

Shipments of major kitchen and laundry appliances in the U.S. are forecast to grow from around 52 million units in 2012 to nearly 65 million by
2017.

Statista

Wireless speakers posted 32% volume growth in 2016 as the technology continued to find its way into more US homes.

Euromonitor International

Companies are seeing a 40% increase in usage of online service channels, reducing costs by more than 20% while increasing customer satisfaction by more than five percentage points.

McKinsey & Company

69% of executives believe the communications industry has strong technology capabilities, but will find it difficult to complete digital transformation projects quickly enough and 64% believe this transition could be outpaced by other industries.

RCRWireless

A study shown that 71% respondents consider omnichannel fulfillment as a top or high priority — and are shifting their investment dollars into these avenues.

Wharton University of Pennsylvania

Gartner predicts by 2017, U.S. customers' mobile engagement will drive mobile commerce revenue up 50%.

TelecomsTech

71% of retailers do not have formal processes for planning omni-channel demand and 44% indicated that improving analytics is a top priority.

Forbes

37% of respondents will address connecting physical and digital experiences and 29% of marketers intend to invest in more technologies to manage data, as well as the talent needed to oversee and optimize the new marketing technology stack.

The Drum

44% of respondents state that digital has heightened the need for aggregated data that is pulled from across the company and 4% report that digital transformation is revealing cracks in their systems as data continues to be difficult to aggregate and centralize for a clear view of the customer.

The Drum

Companies with omnichannel customer engagement strategies retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.

Business 2 Community

In 2016 consumers globally are estimated to sell outright or trade-in 120 million used smartphones—an increase from the 80 million smartphones estimated in 2015—generating more than $17 billion for their owners.

Deloitte

4 out of 10 businesses interact with consumers across five or more channels.

Search Engine Land

By 2016, 89 percent of companies expect to compete mostly on the basis of customer experience, versus 36 percent four years ago.

KA Post

42 percent of consumers have purchased more after a good customer service experience.

Clarabridge

In the United States the estimated cost of customers switching due to poor service is $1.6 trillion.

Clarabridge

44 percent of consumers are more likely to tell others about their negative experience—either online or offline.

Clarabridge

81 percent of consumers’ buying decisions are influenced by their friends’ social media posts.

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81 percent of consumers’ buying decisions are influenced by their friends’ social media posts.

Kayako

59 percent of consumers like to tell others about new products.

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59 percent of consumers like to tell others about new products.

Kayako

Almost 60 percent of consumers in a study were unlikely or very unlikely to return to a business they had experienced poor customer service from, even if a trusted friend said the service had improved.

Kayako

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