While 92% of brands think they provide exceptional customer experiences, 73% of consumers say brands struggle to meet their expectations.
Despite creating solid strategies, the research shows that many marketers face challenges when executing the personalized, data-driven experiences their customers value.
To understand and address the gap between marketers and consumers, Harris Poll and RedPoint Global surveyed marketers and 3,000 consumers across U.S., Canada, and the U.K to delve deeper into the issue. In this white paper, you'll learn:
- The four most critical areas of customer experience according to consumers: privacy, personalization, customer understanding, and omnichannel consistency
- Where customers experience friction in their journey and what widens the gap between customer satisfaction and brand effectiveness: Receiving an offer for a recently purchased product, irrelevant offers, failure to recognize them as an existing customer
- What the results of this survey mean for your brand and actions you can take to help bridge the gap between your organization's customer experience strategy and its execution
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