The Consumer Conversation: The experience void between brands and their customers

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    Consumers today are more powerful than ever before, engaging with brands across multiple channels where they want and how they want, and demanding greater relevance and positive experiences. But a gap exists between brand intentions and customer expectations.

    Despite investments into infrastructure and solutions to improve customer experience, research from Econsultancy shows that:

    • Only one in three consumers believes that their favourite companies understand them.
    • Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent.
    • Of nearly 50% of consumers with a significant service issue in the last 12 months, only 28% say that the company dealt with it very effectively.
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