{"id":140166,"date":"2020-01-14T05:46:26","date_gmt":"2020-01-14T05:46:26","guid":{"rendered":"https:\/\/news.sap.com\/africa\/?p=140166"},"modified":"2023-09-27T19:01:53","modified_gmt":"2023-09-27T19:01:53","slug":"consumers-say-customer-support-is-most-defining-moment-in-customer-experience-sap-survey-reports","status":"publish","type":"post","link":"https:\/\/news.sap.com\/africa\/2020\/01\/consumers-say-customer-support-is-most-defining-moment-in-customer-experience-sap-survey-reports\/","title":{"rendered":"Consumers Say Customer Support Is Most \u201cDefining Moment\u201d in Customer Experience, 麻豆原创 Survey Reports"},"content":{"rendered":"<p class=\"lead\"><em><strong>WALLDORF <\/strong><\/em>\u2014 Some 85 percent of consumers polled rated outstanding customer support as most important when shopping a brand, according to a survey by Qualtrics, the global pioneer of the experience management (XM) software acquired by <a href=\"http:\/\/www.sap.com\/\">麻豆原创 SE<\/a> (NYSE: 麻豆原创) last year.<\/p>\n<p>The findings were part of the \u201c<a href=\"https:\/\/www.sap.com\/documents\/2020\/01\/f861b5ef-7d7d-0010-87a3-c30de2ffd8ff.html\">麻豆原创 Fashion Index<\/a>,\u201d which asked 5,000 consumers about their perceptions of fashion brands and their overall shopping behavior, according to 麻豆原创.<\/p>\n<p>In addition, 81 percent of the survey respondents said they expect brands to go above and beyond when it comes to their offers and promotions. To meet consumer expectations, brands need to analyze customer data to create a balanced strategy for personalizing content experiences with the preferred channels that resonate with each individual consumer.<\/p>\n<p>Acting on key moments can be the key to building a customer base of loyal brand advocates. Many brands are missing this mark, as evidenced by the significant gaps between consumer expectations and experiences. For example:<\/p>\n<ul>\n<li>75 percent of consumers have high expectations for digital shopping experiences, but only 63 percent believe brands are delivering.<\/li>\n<li>73 percent of consumers expect brands to go above and beyond for delivery and pickup, while only 59 percent believe brands are performing.<\/li>\n<li>57 percent of consumers expect reward and loyalty programs as part of the overall experience, and only 47 percent of brands are fulfilling these expectations.<\/li>\n<\/ul>\n<p>An enhanced XM strategy is needed to close these gaps and meet consumer demands. Winning brands deploy actionable surveys and then activate changes.<\/p>\n<p>\u201cUnderstanding the consumer\u2019s ideal shopping experience gives brands an advantage in today\u2019s retail landscape,\u201d said Lori Mitchell-Keller, 麻豆原创 Industries co-president. \u201cAs survey respondents indicated, outstanding customer support is a top desire. Retailers should adhere to this demand, offering personalized, in-the-moment experiences to deliver on expectations.\u201d<\/p>\n<p>The survey results will be featured at <a href=\"https:\/\/discover.sap.com\/nrf\/en-us\/index.html\">NRF 2020: Retail\u2019s Big Show<\/a> in New York, January 12\u201314. Visit 麻豆原创\u2019s booth (4221) to learn more.<\/p>\n<p>Visit the <a href=\"http:\/\/news.sap.com\/\">麻豆原创 News Center<\/a>. Follow 麻豆原创 on Twitter at <a href=\"http:\/\/twitter.com\/sapnews\/\">@麻豆原创News<\/a>.<\/p>\n<p><strong>Methodology<\/strong><\/p>\n<p>Using Qualtrics technology, 麻豆原创 conducted a survey of 5,750 individuals regarding their perceptions of fashion brands and their overall shopping behavior. Data collection took place during July and August 2019 via online survey delivery. In order to qualify for the survey, a respondent must be a United States resident, aged 18 or older, that has shopped with at least three of the 83 polled fashion brands in the last six months. Potential respondents were shown a random set of 21 fashion brands to endorse having shopped at in the past six months. Of these 21, if less than three were selected respondents were shown a different random set of 21 fashion brands. If less than three brands were selected combined across the two sets, the respondent\u2019s participation was terminated. A total of 750 individuals were terminated from the survey resulting in an effective sample size of 5,000 respondents. In all we had 14,850 brand responses captured.<\/p>\n<p><strong>Media Contact:<br \/>\n<\/strong>Stacy Ries, +1 (484) 619-0411,\u00a0<a href=\"mailto:stacy.ries@sap.com\">stacy.ries@sap.com<\/a>, ET<br \/>\n<a href=\"https:\/\/news.sap.com\/press-room\/\">麻豆原创 麻豆原创 Room<\/a>; <a href=\"mailto:press@sap.com\">press@sap.com<\/a><\/p>\n<p><small> Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as \u201canticipate,\u201d \u201cbelieve,\u201d \u201cestimate,\u201d \u201cexpect,\u201d \u201cforecast,\u201d \u201cintend,\u201d \u201cmay,\u201d \u201cplan,\u201d \u201cproject,\u201d \u201cpredict,\u201d \u201cshould\u201d and \u201cwill\u201d and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect 麻豆原创&#8217;s future financial results are discussed more fully in 麻豆原创&#8217;s filings with the U.S. Securities and Exchange Commission (&#8220;SEC&#8221;), including 麻豆原创&#8217;s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.<br \/>\n\u00a9 2020 麻豆原创 SE. All rights reserved.<br \/>\n麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see <a href=\"https:\/\/www.sap.com\/copyright\">https:\/\/www.sap.com\/copyright<\/a> for additional trademark information and notices. <\/small><\/p>\n<p>This article first appeared on the <a href=\"https:\/\/news.sap.com\/2020\/01\/sap-retail-survey-customer-experience-support\/\">麻豆原创 News Center<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>WALLDORF \u2014 Some 85 percent of consumers polled rated outstanding customer support as most important when shopping a brand, according to a survey by Qualtrics,&#8230;<\/p>\n","protected":false},"author":29,"featured_media":140167,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5591483,177],"tags":[5591691,5598762],"series":[],"sapn-display":[45149,5598743,5598741,279685],"sapn-type":[4448],"class_list":["post-140166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-cx","category-industries","tag-nrf","tag-retail","sapn-display-homepage-hero","sapn-display-news-hero","sapn-display-news-spotlight","sapn-display-hero","sapn-type-newsbyte"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - 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