the great customer experience divide
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The Great CustomerExperience Divide
Think you know your customers? Think again. See what consumers are really saying about your customer experiences with data found in the eConsultancy
report, “The Customer Conversation.”
of customers who left a company that “failed them” blamed their exits on bad online experiences.
of consumers say theirfavorite retailerunderstands them.
of consumers say communications from their favorite brands areusually relevant.
of consumers who had a significant customer service issue in the last twelve months say that the company resolved their conflict "very effectively."
of marketers agree that their company’s growth depends on personalizing
the customer experience,
believe they have the tools theyneed to deliver exceptionalcustomer experiences.
69%
81%
47%
89% 28%
88% 37%
35%
37%
51%
of brands are satisfied with their ability to resolve
conflicts with customers,
of brands say they have a “strong capability” for providing
relevant communications,
ONLINE EXPERIENCES
UNDERSTANDING CUSTOMERS
RELEVANT COMMUNICATIONS
CONFLICT RESOLUTION
WHAT BRANDS THINK WHAT CUSTOMERS SAY
WHAT BRANDS THINK
Download the full eConsultancy report,“The Customer Conversation” in the description below.
of companies say they offer a superior online
experience,
but
whileonly
but only
butonly
whileonly
IMPROVING BUSINESSES
WHAT MARKETERS SAY
of companies say they have or are close to having a holistic
view of their customers,