Inspiration meets innovation at Brandweek, the ultimate marketing experience. Join industry luminaries, rising talent and strategic experts in Phoenix, Arizona this September 23–26 to assess challenges, develop solutions and create new pathways for growth. Register early to save.
LOS ANGELES “Variance in Customer Experience,” a new study released by the Chief Marketing Officer Council, has found large gaps between some brands’ promises and consumers’ actual experiences.
The study looked at customer service across Web sites, call centers, advertising, collateral, in-store/retail experiences and sponsored events.
Of the 25 brands audited, the five that scored highest overall were, in order, Home Depot, Marriott, Southwest Airlines, American Airlines, and Allstate.
Liz Miller, vp, CMO Council, said she was “shocked” how “the message of the brand promise … is often drastically different at the call center.”
WORK SMARTER - LEARN, GROW AND BE INSPIRED.
Subscribe today!
To Read the Full Story Become an Adweek+ Subscriber
Already a member? Sign in