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 Deloitte, will be sharing at an upcoming dinner dialogue event being held on April 25, 2017 in Paris. 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. 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.
If you are interested in attending or would like more information, please reach out to Christine Chiang at firstname.lastname@example.org.