Customers top requests:  cost effectiveness, convenience, reliability. This is the first of multiple reports we’ll be publishing to reveal and assess the data we gathered in Q4 of 2023, exploring both consumer and business decision makers’ perceptions and attitudes toward customer experience.
(Image Source)
MerkleThis is the first of multiple reports we’ll be publishing to reveal and assess the data we gathered in Q4 of 2023, exploring both consumer and business decision makers’ perceptions and attitudes toward customer experience.
The comprehensive research conducted shows that on average, only 2.5 sources of information influence a consumer’s brand decision – and there isn’t much deviation across geographies and verticals. Brands don’t have the margin for error they once did; when shopping around, consumers consider more options but decide more quickly.
More than ever, customers know exactly what they want, where to get it, and how long it should take. It’s up to us, as leaders of brands and businesses, to deliver on these expectations — or else we’ll lose to competitors.
In the following pages, and in subsequent breakdowns and deep dives to follow, you’ll find actionable insights to guide your CX transformation and improve your customers’ daily lives. I hope this exploration enriches your business strategies and elevates your customer relationships for years to come.
Read in full here
Customers prefer:
- cost effectiveness
- convenience
- reliability
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Image: Merkle
Consumers’ preferences for digital vs. human interactions with brands at different stages of their journeys:
(Image Source)
Image: Merkle
Source: Merkle
