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

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

Supermarkets continue to perform well, while it's the opposite result for ISPs and health plans.
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

          Luxury. Which Brands Spring to Mind?

          Shullman-Higher-Income-Consumers-Top-Luxury-Brands-Feb2015Higher-income adults (those with household income of at least $75,000) aged 18-68 tend to associate the word "luxury" with descriptive adjectives such as "expensive," "quality," and "high-end," according to a new brief from the Shullman Research Center set for release on Monday. However, not all generations hold the same ideas of luxury - and differences of opinion also abound in their top luxury brands.
          Continue reading » | February 26, 2015

          OTT Streaming Devices Overtake Tablets in Digital Video Ad Views

          FreeWheel-Share-Digital-Video-Ad-Views-by-Device-Q42014-v-Q42013-Feb2015Tablets are popular devices for video viewing and have been for some time, but OTT streaming devices such as Apple TV and Chromecast have moved ahead in digital video monetization, reveals FreeWheel in its Q4 2014 Video Monetization Report [download page]. During the quarter, OTT devices accounted for 8% of ad views for professional, rights-managed video content, up from just 2% during the year-earlier period and moving ahead of tablets (7% share) in the process.
          Continue reading » | February 26, 2015

          Keep scrolling for more charts and articles:

          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)
          Most Valuable Features of a Marketing Automation System
          US Mobile App Use, by Time of Day
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