Publix enjoys the best customer experience rating of 293 companies measured.
Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service,
CMOs narrowly give the edge to excellent service over product quality when it comes to their customers’ top priorities in the next 12 months.
Mobile Millennials are more likely to expect brands to have a mobile-friendly website or app than they are to expect brands to have a social media presence.
Some 53% of US customers surveyed last year reported having switched providers during the prior year due to poor service.
Among US CMOs polled, 40% ranked analytics as one of the top increased management expectations over the past year.
It’s surprising that ROI isn’t a top-2 metric, given all the attention paid last year to proving marketing’s worth.
Social networks were hardly ever the preferred channel for making customer service inquiries.
23% of US internet users have used social media for customer services purposes at some point.
7 in 10 consumers from 8 global markets are more likely to recommend a brand because it provides simpler experiences and communications.