Marketers & the Dreaded Customer Experience Gap

CLOSE THE GAP: MARKETERS ARE MISSING PARTS OF MARKETERS HAVE TECHNOLOGY MARKETERS MUST INTEGRATE DATA MARKETER'S 2015 MISSION: THE CUSTOMER EXPERIENCE PUZZLE AND TOUCHPOINT OVERLOAD FOR CONTEXTUALIZED MARKETING BRIDGE THE Drive a customer-centric In 2015, marketers have 66% culture in your company. 80% 2,000 martech providers to choose from, a 98% increase from last year' CUSTOMER f. Integrate all customer data into a single view. of consumers say brands are not of marketers have not been able to integrate data across disparate marketing technologies to gain a single view of and EXPERIENCE GAP familiar or, at best, are only somewhat familiar with their 40+ Use relevant data to predict customer needs. marketing channels FINDINGS FROM THE LYTICS STATE OF MARKETING REPORT 2015 needs to manage 2 the customer ANTICIPATING CUSTOMER NEEDS AND CUSTOMERS ARE UNSATISFIED WITH CUSTOMERS WANT A MORE CUSTOMERS WANT TO INTERACT CUSTOMERS WANT MARKETERS DELIVERING MORE PERSONALIZED OFFERS HOW BRANDS ARE MARKETING TO THEM CONTEXTUALIZED EXPERIENCE ON THEIR PREFERRED CHANNELS TO KNOW WHO THEY ARE WILL CLOSE THE EXPERIENCE GAP MARKETING NEEDS TO BE: TO DELIVERA GREAT EXPERIENCE, MARKETERS MUST EMAIL IS STILL THE #1 WAY TO ENGAGE KNOW AND PREDICT THEIR CUSTOMERS' BEHAVIORS. CUSTOMERS AND ASSESS BRAND INTEREST. @ Of offers they receive via email, display ads, social networks and mobile devices: Marketers believe email is passé, but according to the research the highest percentage of consumers said email is the best way to get their attention 100% of CUSTOMER MARKETER PERSONALIZED RELEVANT TIMELY marketers Only Customers are Marketers need to ranked 53% of looking for marketing that is provide the right offer at the right time - BESIDES EMAIL, CUSTOMERS PREFER GETTING OFFERS VIA: initiatives 26% of consumers say offers are never f that can relevant to their interests marketers relevant to their predict say they are delivering personalized only 11% of 67% say offers are sometimes or rarely relevant to their interests interests and their customers' "next move" needs, but only consumers shopping online know exactly what they are looking for, which is a huge opportunity to influence buying 20% of as extremely 7% say offers are regularly relevant to their important messages 40% site 25% social media across all 22% interests consumers feel marketing display ads that brands are promotions channels familiar with their needs 8% mobile notifications 49% of consumers report Amazon is the best at providing personalized recommendations that are useful and engaging 5% newspaper and billboards decision ADDITIONAL SOURCES 1 http://marketingland.com/martech-companies-double-113921 2 http://www.smartinsights.com/on line-brand-strategy/multichannel-strategies/selectmarketing-channels/ A selection of the icons were made by Freepik from www.flaticon.com licensed by CC BY 3.0 To learn more about Lytics please visit www.getlytics.com