Which Digital Channels Are Marketers Best Able to Measure for ROI?

There's plenty of optimism around digital marketing spending, but marketers aren't as enthusiastic about their ability to measure its ROI.
Continue reading » | March 3, 2015

Average Ad Spending Per Capita: US Tops List

Australia tops all markets in digital ad spend per internet user.
Continue reading » | March 4, 2015

Connected TV Owners’ Interest in TV Commerce Activities

DeliveryAgentNielsen-Interest-in-TV-Commerce-Activities-Mar2015Source: Delivery Agent / Nielsen
    Notes: Roughly 7 in 10 US adults who have a TV or other device (video game console, streaming media player, DVR, DVD) connected to the internet agree that they would be interested in using their remote while watching TV ads to have a sample of a product automatically mailed to them. The survey separately found that, while watching TV programs, more than 6 in 10 18-34-year-olds would be interested in getting information about new products featured in the programs. While there wasn't much generational difference in interest in TV commerce activities while watching TV ads, older respondents were less likely than their younger counterparts to want to engage during TV programs.
    Continue reading » | March 4, 2015

    US Companies With the Best and Worst Customer Experience Ratings in 2015

    TemkinGroup-Top-and-Bottom-Cos-Cust-Experience-Mar2015Source: Temkin Group [download page]
      Notes: Publix enjoys the best customer experience rating of 293 companies measured by the Temkin Group, narrowly supplanting last year's leader, H-E-B. Indeed, supermarkets occupied 5 of the top 12 positions this year, with retailers and fast food chains also well-represented. Those industries - plus parcel delivery services and banks - comprised the only 5 of 20 measured to average a "good" rating. Meanwhile, on the other end of the spectrum, Coventry Health Care had the worst customer experience rating, as it did last year. Internet service providers, TV service providers and health plans each received "poor" ratings on average.
      Continue reading » | March 3, 2015

      Industries With the Worst Customer Service, According to US Adults

      Ipsos-Industries-With-Worst-Customer-Service-Mar2015Source: Ipsos
        Notes: Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service, according to an Ipsos survey of US adults. The results of the survey, which asked respondents to identify up to 3 industries from 7 identified, are somewhat surprising in that insurance (13%) and airlines (12%) are among the least-cited in terms of bad customer service. According to the American Customer Satisfaction Index, airlines have the third-worst customer satisfaction rating of 43 industries measured. Meanwhile, a new report [download page] from Capgemini notes that fewer than 3 in 10 insurance customers globally report positive experiences. That figure is higher in the US (40.8%), though is down substantially from last year (51.3%).
        Continue reading » | March 2, 2015

        Inc. 500 Execs See Value in Online Advertising

        UMassDartmouth-Inc500-Promotional-Strategies-Driving-Sales-Mar2015Source: Center for Marketing Research at the University of Massachusetts Dartmouth
          Notes: Asked which of several promotional strategies they feel has the most potential to help increase sales, 46% of executives surveyed from the 2014 Inc. 500 cited online advertising, easily outpacing business directory listings (17%), traditional print/broadcast media (13%) and social media platforms (13%). With regards to social media, the study finds that LinkedIn is the platform of choice, used by 94% of the Inc. 500 (up from
          88% last year), ahead of Facebook (80%, down from 84%) and Twitter (79%, up from 74%). Survey respondents were more likely to see the potential for sales growth directly through Facebook (55%) than Twitter (50%) or Pinterest (25%).
          Continue reading » | March 2, 2015

          The Most Important Elements of the Digital Experience, Per UK Consumers and Marketers

          EconsultancySitecore-Most-Important-Elements-of-Digital-Experience-in-UK-Feb2015Source: Econsultancy / Sitecore [download page]
            Notes: Ease of usage ("easy to find what you're looking for") counts as the most important aspect of a digital experience for both UK consumers and marketers, according to a recent study from Econsultancy in association with Sitecore. The study identified 17 aspects of the digital experience and used a maximum difference scaling technique to show how, on average, respondents would have allocated 100 points across all attributes. The results show that while both groups value ease of usage, marketers were far more likely than consumers to rate the importance of mobile optimization. Consumers, by contrast, valued useful and tailored information to a much greater degree.
            Continue reading » | February 27, 2015

            Customers Prioritize Service Over Price and Brand, CMOs Say

            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.
              Continue reading » | February 27, 2015

              Keep scrolling for more charts and articles:

              Luxury. Which Brands Spring to Mind?
              OTT Streaming Devices Overtake Tablets in Digital Video Ad Views
              Almost Half of Young Mobile Phone Users Report Regularly Comparing Prices In-Store
              The Risks of A Wrong Purchase Decision, According to B2B Buyers
              CMOs See Budget Hikes on the Horizon, But ROI Proof Remains Elusive
              B2B Buyers’ Biggest Frustrations With Vendors
              US CMOs Still Report Making Little Use of Marketing Analytics
              Radio Revenues Dipped Slightly in 2014
              Weekend Reading, 2/20/15
              US E-Commerce Conversion Rates, by Device, Q4 2013-Q4 2014
              Consumers’ Expectations Continue to Grow. Which Brands Are Best at Meeting Them?
              Mid-Size B2B Marketers Focusing More on Customer Acquisition Than Retention
              Customer Satisfaction With the Retail Sector Dips, Though E-Commerce Provides A Bright Spot
              The World’s “Most Powerful” Brands
              Smartphone Penetration, Rising in All Age and Income Demos, Hits 75% of the US Mobile Market
              B2B Content Marketing Update: Goals, Content Types, and More
              Baby Boomers’ Spending Trends, by Category
              US Online Shoppers’ Attitudes to Mobile Commerce
              Total Consumer Savings From CPG Coupons Increased by 2.9% in 2014
              Super Bowl 2015 Data (Updated)
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