Although most marketers have developed a customer experience strategy, new research suggests that they are still facing numerous challenges to achieving their top objectives with these tactics in place.
Ascend2 recently published the “Strategies, Tactics and Trends for Customer Experience” survey, and statistics showed that 47% of marketers are still only “somewhat successful” at achieving their primary objectives through their customer experience strategy.
Improving customer retention/satisfaction (61%), increasing value/reliability to the user (54%) and improving interactive design/ease of use (30%) are the leading challenges for marketers looking to meet their top goals.
Luckily, marketing budgets are set to grow in the coming months, which may improve the customer experience, according to the survey. Most marketers (71%) said that their total budget dedicated to boosting the customer experience is set to “increase moderately” in the near future.
Marketing Data and the Customer Experience
As it turns out, data may be the key to improving the overall customer experience, according to previous research.
Ascend2 conducted its “Data-Driven Personalization Survey,” and statistics suggested that most marketers (64%) want to improve the customer experience through a data-driven personalization strategy.
Approximately 44% want to increase visitor engagement, while 43% want to boost conversion rates. However, these goals don’t come without challenges. Improving the customer experience (44%), increasing visitor engagement (42%) and improving the quality of data used (41%) have all proved to be obstacles for marketers thus far.