Reports

The Customer In Context Report Cover
Report

The Customer in Context

The findings of this survey of more than 2,000 consumers—conducted in partnership with SAP Hybris— reveals that customer experience is more critical than ever as consumers will abandon a brand and take their money elsewhere if they continuously encounter poor, impersonal or frustrating customer experiences.... More

Report

Product Ownership

New research reveals only 17 percent of consumers believe brands truly care about them after the point of purchase. To enrich the customer experience, brand marketers must take steps to elevate the ownership experience. The ownership experience should be a critical brand differentiator and revenue generator for both manufacturers and retailers. ... More

Report

Variance in Customer Experience

Seeking to measure the consistencies and disconnections in customer experience, the CMO Council set out to audit and catalog the Variance in Customer Experience across 25 major brands. The program was designed to identify limitations, liabilities and lost opportunities when companies do not enforce brand guidelines, control digital assets, and harmonize content origination and delivery channels wo... More