The majority of companies and agencies are committed to delivering an integrated customer experience, finds Econsultancy in a survey of global (though primarily UK-based) digital marketers, produced in association with CACI. But only few respondents report that they – or their clients – have well-developed strategies, with the majority indicating instead that their strategies are just now being developed. Similarly, a plurality say the customer experience provided is not very integrated.
In fact, just 8% of company respondents lay claim to a “very integrated” customer experience – and only 4% of agencies can say the same about their clients. That’s despite three-quarters or more respondents recognizing business benefits of an integrated customer experience such as improved customer retention, increased sales and increased customer satisfaction. Read the rest at MarketingCharts.