According to new research from the CMO Council, customers have simple expectations when it comes to customer experience: They expect to be recognized and to receive value in exchange for their loyalty and their customer data. Frustration occurs when these expectations are not met. In fact, 36 percent of the 2,000 global consumers surveyed admit that they are often most frustrated when they are not treated like a loyal customer, regardless of channel. What cost will brands pay if they allow this frustration to continue? Customers agree they will simply choose to do business elsewhere.
These are just a few of the insights that the CMO Council, in partnership with SAP and Accenture, will be sharing at an upcoming dinner dialogue event being held on October 3, 2017, in Stockholm. This executive roundtable is part of our ongoing investigation into the new requirements and opportunities in reaching, engagement and driving lasting relationships with today’s connected customer. Join us as we learn more about these customers and their expectations and identify where gaps may exist between our strategies to reach and engage and the customer’s intention to craft their own journey.
Some key topics of discussion will include:
- Where and how do customers expect to engage, and what they would like to experience at specific touchpoints?
- Where do key frustrations emerge as the channels of engagement become more complex, and how are marketers meeting this complexity with contextual engagements that cut through the clutter and deepen the relationship with the customer?
- Where have gaps emerged between marketers’ strategies to engage and customers’ expectations for value and experience?
- How can data, technology, processes and corporate cultures that embrace change help to close this gap?