News Coverage

Research from CMO Council shows what customers like and what makes them feel neglected and frustrated.

Through a special arrangement, presented here for discussion is a summary of a current article from MarketingCharts, a Watershed Publishing publication providing up-to-the-minute data and research to marketers.

Customers want omnichannel marketing experiences. Customers want to engage digitally. Customers want to walk into a store and be treated like royalty. Customers don’t really know what they want.

Almost half of North American and European consumers surveyed by the Chief Marketing Officer (CMO) Council say they will abandon a brand and take their money elsewhere if they continuously encounter a poor, impersonal or frustrating customer experience across channels of engagement.

Marketers are realizing the challenges around localization and adapting their strategies for different geographies. A new study by the CMO Council titled Adaptability in Branded Content Delivery revealed that two-thirds of marketers rate their organizations and agencies below satisfactory in their capacity to translate and adapt brand marketing content across the markets and channels they serve.

According to a recent report from The CMO Council, 63 percent of marketers said their teams were either “getting better,” “need improvement” or doing “not well at all” at localizing branded content for different markets. At the same time, a wide margin of the marketers — 75 percent — are spending 10 percent or less of their budgets on localization needs.

Creative localisation is being severely hamstrung by multinational bureaucracy, a lack of trust and the inability to efficiently manage a fragmented web of agency partners, a global study of marketers has found.Read more at http://www.adnews.com.au/news/marketers-haemorrhaging-money-over-creative-by-committee-culture#67kzjOv4Cw2omtl1.99

Marketers are connecting with their customers and prospects in multiple ways today, but is one method of contact more effective than others?

Every retailer should know by now that optimizing the shopper experience is critical for retaining and acquiring customers. Conversely, a frustrating experience can be devastating for a brand.

Forty-seven percent wanted knowledgeable staff ready to assist wherever and whenever needed

Customers want fast service or support from knowledgeable people where, when and how they prefer to receive it, based on results of a study the CMO Council published Tuesday.

According to a recent report from The CMO Council, 63 percent of marketers said their teams were either “getting better,” “need improvement” or doing “not well at all” at localizing branded content for different markets. At the same time, a wide margin of the marketers — 75 percent — are spending 10 percent or less of their budgets on localization needs.

More than half of consumers across the U.S., Europe and Canada say company websites and e-mail remain their go-to channels—a sign one CMO Council exec says the “arrogance” of B2B marketers must come to an end.

Brands should not confuse ‘omnichannel perfection’ with great customer experience, as consumers will abandon a brand for poor service and are not as loyal as expected to brand-developed social communities.

Recent data from the CMO Council and LiveTechnology reveals just how many consumers are satisfied with their product ownership experience

Almost half of North American and European consumers surveyed by the Chief Marketing Officer (CMO) Council, in partnership with SAP Hybris, say they will abandon a brand and take their money elsewhere if they continuously encounter a poor, impersonal or frustrating customer experience across channels of engagement.

The Chief Marketing Officer (CMO) Council’s latest research report, “The Customer in Context,” finds that nearly half of North American and European consumers will abandon a brand and take their money elsewhere if they repeatedly encounter “a poor, impersonal or frustrating customer experience across channels of engagement.”

Almost half of North American and European consumers surveyed by the Chief Marketing Officer (CMO) Council say they will abandon a brand and take their money elsewhere if they continuously encounter a poor, impersonal or frustrating customer experience across channels of engagement.

Marketers are continuing to prioritize the customer experience this year, focusing on making it more valuable, relevant, and easy to understand. What they should keep in mind is that the most – and least – important aspects of the customer experience don’t seem to be changing for consumers, according to our review of the CMO Council’s latest report.

Consumers want excellent service above all else. And they don’t need multiple touchpoints at all times.