It’s all about customer satisfaction. That approach, which is increasingly becoming accepted wisdom among digital marketers, is confirmed in Salesforce’s newest “State of Marketing” report, out today.
Thirty-five percent of surveyed marketers cited customer satisfaction as their top success metric, edging out the traditional goals of revenue (33 percent) and customer acquisition (24 percent). This is the second year in a row that customer satisfaction has maintained this top position.
Customer satisfaction has become the top goal of many digital marketers, in large part because of digital technologies. When a comparably priced service or a product of similar quality is available within a few clicks, as it for many offerings, then keeping customers requires that they have positive feelings about their dealings with the brand.
People running to their comfort zone?