The customer journey - a marketer's paradox of strategy v practice
Two-thirds of consumers expect a same-day response to queries about a product or service. 43% expect a response within an hour.
Brands are rising to the challenge. There is an increasing emphasis on, and understanding of, best practice in brand communications. There’s also a growing appreciation of how the customer experience impacts brand sentiment, long-term engagement, and long-term loyalty and retention.
Marketers must apply best practice to each comms channel, using each channel either as part of the entire customer-journey strategy or in line with an organisation-wide plan for making the most of lifetime customer value. But how many marketers are taking strides towards a complete holistic customer-journey strategy?
This report, created in partnership with Pure360 uncovers the results of our latest survey, where we asked senior marketers a series of questions about their priorities, their current methodologies, and their plans for the future. What do their answers reveal about the state of the digital-marketing industry and customer experience in 2016?To download please sign in.