Public desktop websites are a greater priority than smartphone apps or public mobile sites when it comes to providing a consistent customer experience.
Consumers (aged 18-65) around the world are most likely to identify an Ideal customer experience with companies’ fast responses to inquiries or complaints.
Customer experience has been tabbed marketers’ most exciting opportunity this year.
Just 10% of marketers and 8% of agencies had tied together customer data across channels, tools and databases.
Less than one-fifth of respondents (18%) in both groups said they or their clients used a single customer profile for all marketing efforts, vs. 45% of marketers and 33% of agencies who didn’t.
The internet of things (IoT) is expected to become a thing in 2015, and marketers are focusing heavily on the inevitable connected future.
27% of marketing execs worldwide said customer experience and engagement was a leading area where their companies needed to develop skills.
Client-side marketers worldwide ranked the customer experience as the single most exciting opportunity in 2015, at 22%.
Nearly 70% of small business owners believed mobile payments could offer customers a simpler payment experience.
Customer experience outranks them all as marketers’ most exciting opportunity this year followed closely by content marketing.