The Customer Care Gap
Based on eConsultancy Research | April, 2015
Paul Philp - Founder & CEO | firstname.lastname@example.org
Brands think they provide
great customer experience,
When asked, brands are fairly bullish about the experience they provide...
Q: Do you agree or disagree with the following statements? (N = 265)
Only one in three consumers
believe that their favorite companies
Of those consumers who switched
consumer services in the last year,
most did so for reasons companies
should be able to predict and prevent.
Of the nearly 50% of consumers
with a significant service issue
in the last 12 months,
only 28% say that the company
dealt with it very effectively.
81% of consumer brands say they have a
working holistic view of their customers
Most consumers don't feel understood by brands –
only 37% say their favorite retailer understands them.
On the subject of their favorite companies,
only 35% of consumers say that communications are usually relevant.
64% of marketers strongly agree that identifying
high value customers is vital to their growth.
48% of marketers strongly agree that their growth depends
on personalizing the customer's experience.
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