A hard punching setup:
- 80% of CEOs think they provide a superior customer experience . . . but just 8% of their customers agree.
- 80% of online advertising fails to reach its intended target.
- Only 32% of brands know how their customers behave across channels . . . yet multichannel buyers are 4 to 5 times more profitable.
- Most brands over invest in low-value customers and under invest in high-value customers.
The concept that “80% of CEOs think they provide a superior customer experience . . . but just 8% of their customers agree” was repeated and tweeted a lot during the recent Forrester event. This concept is incredibly powerful, the great distance between perception and reality illustrates a lack of focus on customer experience, maybe even a desire to find out how customers feel about a brand.