Customer experience, not omnichannel presence, is key to maintaining brand loyalty

Brands should not confuse ‘omnichannel perfection’ with great customer experience, as consumers will abandon a brand for poor service and are not as loyal as expected to brand-developed social communities.
A recent survey by the CMO and SAP Hybrid entitled 'The Customer in Context'  found that almost half of North American and European consumers surveyed will take their money elsewhere if they continuously encounter a poor, impersonal or frustrating customer experience across ch