Letting The Customer Lead [Report]
Thunderhead and Marketing Week have released a new report titled ‘Letting The Customer Lead’. In this report, the companies try to “investigate the evolving role of customer-led journeys for customers and corporations”.
Thunderhead team says, “In conjunction with Marketing Week, Thunderhead has conducted new research investigating the evolving role of customer-led journeys and the transformation of customer experience.
Combining quantitive and qualitative research (across 477 marketers and senior UK marketers and customer experience professionals respectively), the report reveals interesting findings.
It seems the vast majority of marketers (87%) see the benefits of their business implementing customer-led journeys – with 39% of marketers agreeing that their customer experience budgets are due to rise more than 10% to support the new approach. But there are barriers; just 7% of marketers think their organisation’s KPIs are set up to be more customer-led”.
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