Marketers are continuing to prioritize the customer experience this year, focusing on making it more valuable, relevant, and easy to understand. What they should keep in mind is that the most – and least – important aspects of the customer experience don’t seem to be changing for consumers, according to our review of the CMO Council’s latest report .
Produced in association with SAP Hybris, the survey asked 2,000 adults in North America and Europe to identify their top attributes of an exceptional experience.
People clearly want their issues to be dealt with rapidly: the most important attribute of a great experience identified in the CMO Council’s survey was a fast response time to the customer’s needs and issues (52% identifying it as being one of their top 5).
That’s more important than even a knowledgeable staff that’s always at the ready (47%) and rewards for loyalty (42%). Read the rest at MarketingCharts.