MarketingCharts staff

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.

According to CMO Council’s “The Customer in Context” report, only 15 percent of consumers expect companies “to be everywhere.”

Produced in association with SAP Hybris, the survey asked 2,000 adults in North America and Europe to identify their top attributes of an exceptional experience.

The most important attribute of a great experience identified in the survey was a fast response time to the customer’s needs and issues (52 percent identifying it as being critical). That’s more important than even a knowledgeable staff that’s always at the ready (47 percent) and rewards for loyalty (42 percent).

Only 10 percent selected multiple touch points that add value to their experience as being a critical attribute and only…