Where marketers fall short on delivering the experience customers want:
Share to linkedinMarketers think they’re doing a pretty good job delivering a good customer experience. But customers don’t see things quite the same way.for RedPoint Global reveals a significant gap. Marketers are almost twice as likely as consumers to believe “an exceptional” customer experience is being delivered.
“Real-time engagement in one business may be the ability to respond in milliseconds with relevant information or it may be measured in minutes or hours. The key element of delivering real-time engagement means the ability to know all that is knowable about your customers while interacting with them at the speed and cadence they desire.
“Consumers are increasingly impatient and willing to move on to another brand if dissatisfied. To keep customers happy and avoid churn, brands need to operate at the speed of their customers. Real-time engagement is no longer an option; it’s a requirement.”The Harris Poll research reveals that 63% of consumers now expect some degree of personalization as a baseline standard of service.
“As consumers, we show loyalty to the businesses that provide the best experiences,” says Cleary. “They then become the standard we expect from all other brands, regardless of industry.
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