IBM Survey reveals businesses don’t know what consumers want

IBM has released a report (Download IBMCustomerfocusstudy.pdf ) which has some interesting findings for companies to take note of how well they manage their customers.

  • Seventy-nine percent of companies surveyed by IBM reported marketing and promoting products without clearly understanding of customer expectations
  • Most consumers reported that a sense of dignity and empathy were more important than encountering friendly and informed employees.
  • While only 17 percent of business leaders said they consider emotional factors when making consumer-related decisions.
  • 74 percent of business leaders focus on efficiency and speed rather than understanding consumer values.
  • Companies also use inspiration and emotion for branding but often fail to deliver on those promises when interacting with customers.

thro informationweek

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