The gist: About 13% of marketers say they have no useful capability for detecting customer struggles.
More information: “For marketers looking to decode the customer journey, understanding customer pain points can be helpful. According to April 2016 research, almost three-quarters of executives in North America said they have at least some capability to detect when and how digital customers are struggling,” wrote eMarketer.
“However, not everyone was confident in their company’s capability to automatically detect when and how digital customers were struggling,” the article continued. “Indeed, some felt their company only has a limited ability in detecting customer struggles. And 13% felt their organization has no useful capability of doing so at all.”
“By and large, marketers aren’t very confident in their organization’s understanding of the customer journey,” eMarketer concluded.