Customer experience strategy: 9 insights to inspire marketers

1. 30-second summary In the first half of 2013 we surveyed over 3,000 consumers in the US, UK, Brazil, China, India and Russia. We asked them what influences their brand choices: How do they learn about brands? What sources do they most value? How do they want to interact with information about brands? We’ll be sharing the bulk of our detailed findings with clients face-to-face, but here are 9 data points from the research that could terrify, but we think really should inspire marketers. If you’re interested in hearing more, please get in touch The fine print: New Realities 2013 is based on an online survey conducted with 3,007 consumers between April 19-May 27, 2013. Respondents were aged 18-62, equally distributed by age, gender, income and national origin. All findings are statistically significant at a 95 percent confidence level. We asked consumers about a range of product categories and types, including considered purchases (automobiles, banking, mobile devices, computers, software) and nominal purchases (hair care, skin care, fast food, snack foods).

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