the great customer experience divide

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??? ??? The Great Customer Experience 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 their favorite retailer understands them. of consumers say communications from their favorite brands are usually 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 they need to deliver exceptional customer 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 while only but only but only while only IMPROVING BUSINESSES WHAT MARKETERS SAY of companies say they have or are close to having a holistic view of their customers,

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Page 1: 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,