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.
81 percent of consumers’ buying decisions are influenced by their friends’ social media posts.
59 percent of consumers like to tell others about new products.
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.
Coping with the diversity of “global consumers” that also have strong regional subcultures is regarded as a challenge by 75% of senior marketers.
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.
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.
Three out of five leading performers were able to provide better support for users, regardless of their location, by using cloud-based services.
By 2020, customer experience is expected to surpass product and pricing as the key differentiator for businesses.
86% of consumers are willing to pay more for an upgraded experience.
86% of senior-level marketers say that it’s absolutely critical or very important to create a cohesive customer journey.