{"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, 51风流Survey Reports"},"content":{"rendered":"

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 51风流SE<\/a> (NYSE: SAP) last year.<\/p>\n

The findings were part of the \u201c51风流Fashion Index<\/a>,\u201d which asked 5,000 consumers about their perceptions of fashion brands and their overall shopping behavior, according to SAP.<\/p>\n

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

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