REPORT

SELECTED CONTENT FROM THE REPORT

Interviews

Interview

Jeff Gooding

Senior Director of Marketing and Advertising, Ace Hardware

Ace Hardware—the largest hardware retail cooperative in the world—prides itself on high-quality customer service and truly connecting with their surrounding communities. Though Ace Hardware utilizes certain technologies to build a competitive advantage, the brand still advocates for the classic ... More

Interview

Bill Beck

General Manager, Kitchen, Whirlpool

Whirlpool—the world’s leading home appliance manufacturer—is introducing a new line of connected appliances and employing a family-oriented aftermarket strategy that saves money, effort and time for customers. Over the coming years, more and more appliances will be IoT-connected, however toda... More

Related Reports

Report Media Coverage

Business2Community

The CMO Council’s recent report found that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities. More

National Community Media Alliance

A CMO Council study found that consumers want a smaller number of key channels—such as the company website, email, and a direct phone line—to be available and responsive. More

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SuperOffice

A study from The CMO Council found that providing better technical advice and assistance to customers is the number one way companies can improve the product ownership experience for users. More

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The CMO Council’s recent report found that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities. More

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Research from the CMO Council demonstrated that for consumers, the most important attribute of a great customer experience was a fast response time to the customer’s needs and issues. More

RevisMarket

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Creating a good postpurchase experience has become an afterthought for many makers of appliances, power tools and consumer electronics, according to recent CMO Council research.  More

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A report by the CMO Council notes discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector.  More

American Marketing Association

New research from the CMO Council highlights the surprising effect aftermarket experience has on overall brand perception. More

Content Margketing Digest

Research from the CMO Council notes that traditional voice of the customer and customer experience management programs fall short of expectations.  More

Marketing Week

93% of manufacturers view the ownership experience as a significant brand differentiator, but are missing opportunities to build relationships with customers, according to research by the CMO Counciil. More

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Research by the Chief Marketing Officer (CMO) Council highlights the need for leading brands in the $12 trillion consumer durables market to improve commitments to quality aftermarket service, 24/7 multi-channel customer support, and timely and efficient repair and parts replacement that is not dependent on retail partners.  More

Agility PR Solutions

New research from the CMO Council notes discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector. More

ThreatMetrix Blog

Acording to a CMO Council survey, 36 percent of respondents say their biggest shopping frustration is when they are not treated like the loyal customers they are. More

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A report by the Chief Marketing Officer (CMO) Council notes discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector. More

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A new study from the CMO Council reveals that while most brands identify enhancing the product ownership experience as a key differentiator, there’s a significant gap in their efforts to take advantage of post-purchase revenue, profit and relationship-building opportunities. More

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Research from the Chief Marketing Officer (CMO) Council identifies consumer sentiment and the discrepancies in how manufacturers and retailers view and approach aftermarket consumer products, from revenue and profit to relationships with other companies and consumers.  More

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Research among consumer, marketer and retailer audiences by the Chief Marketing Officer (CMO) Council notes discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector. More

It Business Net

CMO Council research reveals disparities in revenue and customer relationship-building opportunities as manufacturers and retailers struggle to drive profitable post-purchase experiences. More