Customers Prioritize Service Over Price and Brand, CMOs Say

February 27, 2015

DukeCMOSurvey-Customers-Top-Priorities-Feb2015Source: Duke University’s CMO Survey [pdf]

    Notes: CMOs narrowly give the edge to excellent service (23%) over product quality (22%) and a trusting relationship (21%) when it comes to their customers’ top priorities in the next 12 months, according to the latest edition of the CMO Survey from Duke University’s Fuqua School of Business. Over the past couple of years (analyzing only February editions of the bi-annual study), fewer CMOs have cited low price and brand as their customers’ top priorities.

      Related: Customer Service Pain Points Still Driving Consumers Away

        About the Data: The CMO Survey is conducted online twice a year. The latest survey was fielded from January 13 to February 3, 2015. The survey had 288 respondents, of whom 84% were VP level or above.

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