In 2019, 75% of consumers say brands are struggling to meet their expectations and have significant room for improvement in delivering consistent and exceptional customer experiences.
But marketers hold a largely positive view on their ability to keep pace with changing customer expectations. Something doesn't add up.
To better understand and address the gap between marketers and consumers, Harris Poll and RedPoint Global recently surveyed more than 450 marketers and 3,000 consumers in the U.S., Canada, and the U.K to delve deeper into the issue.
In this session we will:
- Reveal challenges marketers face and friction customers are experiencing and the dimensions that drive the gap between customer satisfaction and brand effectiveness
- Identify “blind spots” in the customer experience that are important to customers and that brands may not currently address
- Discuss what these results mean for your brand and actions you can take to help bridge the gap between your organization's customer experience strategy and its execution
Join Libby Rodney, Chief Strategy Officer of The Harris Poll, and John Nash, Chief Marketing & Strategy Officer at RedPoint Global, as they highlight the results of this inaugural study and reveal how you can leverage these insights to increase customer engagement, loyalty, and revenue.
Chief Strategy Officer
The Harris Poll
Chief Marketing and Strategy Officer
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