Value, customer service, product quality and trust are among the core drivers of US consumers’ satisfaction with companies.
Marketers are constantly looking to better understand consumers and ultimately deliver an engaging experience.
B2B marketers from mid-size companies are focusing their attention and budgets more on customer acquisition than retention.
The most common activity is customer and/or user group events, performed by 61% of respondents.
Enterprise organizations’ are expecting to evaluate a number of different technology platforms over the next couple of years.
Customer satisfaction with pay-TV providers is at a multi-year low, but that doesn’t appear to be affecting subscriptions.
Acquiring new customers and retaining existing ones were the top priorities cited by US marketing leaders.
Of the 5 countries tracked – China, Australia, the US, Germany, and the UK – US respondents were the most satisfied customers overall.
Increased audience engagement was the top benefit of real-time social engagement, cited by 76% of respondents. Increased customer satisfaction ranked second, at 58%.
Amazon and L.L.Bean were the standard-bearers, each with a score of 90 on a 100-point scale.