The 3 Keys to Customer Satisfaction: Speed, Efficiency and Knowledge

Customer Satisfaction

Customers want quick service or help by help with knowledge where, when and how they prefer to receive it, based on the CMO Council study results released Tuesday.

Together with SAP Hybris, and the CMO Council conducted an online survey with 2,000 participants, evenly divided between men and women. 50 percent lived in the United States, and 25 percent lived in Canada and European countries.

Among the results were these discoveries:

  • 52 percent mentioned that quick responses are key to an exceptional customer experience.
  • 47 percent said there should be knowledgeable employees ready to assist where and when needed.
  • 38 percent wanted a person to talk to anytime, anywhere.
  • 38 percent wanted information when and where they need it.
  • 9 percent wanted well-developed social communities.
  • 8 percent wanted automated services.

Consumers have lists of critical channels who they want access to, the survey uncovered, including on the company's website, email, a phone number, and a knowledgeable person to turn to.

“The mentality of consumers, whether in B2B or B2C platforms, they are changing, ”said Liz Miller vice president of marketing at CMO Council.

Merchants "have started to ask, 'If we are ready to be a responsive organization which searches for data, studies analytics, and understands what and how CRM works and that they are able to reflect on the key points of this, including physical ones", Miller said.

Customers or consumers expect a efficient, fast and easy service They do not expect or want to have any kind of complication while they are doing any of these activities, but it is fair and necessary that certified help is available to them as soon as something goes wrong.

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