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The Customer Experience is Ripe for Improvement, Consumers Say

The Customer Experience is Ripe for Improvement, Consumers SayMore than 8 in 10 claim they'll spend more for a better customer experience.July 11, 2017

More than 8 in 10 people surveyed across 8 countries say they’d be willing to spend more for a better experience, according to Capgemini research [pdf]. But the study reveals a disconnect between executive and customer perceptions of companies’... READ MORE
User-Generated Content Boosts Purchase Confidence, Online Shoppers Say

User-Generated Content Boosts Purchase Confidence, Online Shoppers SayAlmost three-quarters of shoppers say they've submitted some form of user-generated content.June 23, 2017

User-generated content (UGC) has a strong influence on purchase decisions, according to a survey [download page] commissioned by TurnTo Networks and conducted by Ipsos. A slight majority of online shoppers surveyed noted that UGC is a very or extremely... READ MORE
The Most Bothersome Aspect of Brand Marketing Is…

The Most Bothersome Aspect of Brand Marketing Is…Honesty in advertising is paramount, consumers say.June 13, 2017

Consumers don’t necessarily dislike advertising – in fact, in some instances they like it. But what really irks them most about brand marketing is false or misleading advertising, according to a new CMO Council study [download page] produced in... READ MORE
B2B Decision-Makers: Thought Leadership Can Make or Break the Sale

B2B Decision-Makers: Thought Leadership Can Make or Break the SaleThought leadership can influence awareness and purchase decisions, but also in a detrimental way.June 7, 2017

Thought leadership can have an impact throughout the purchase funnel, but poor quality content may ultimately drive decision-makers away, according to an Edelman and LinkedIn survey of more than 1,300 US business decision-makers who are LinkedIn members.... READ MORE
Loyalty Programs Continue to Affect Shopping Behavior, Members Say

Loyalty Programs Continue to Affect Shopping Behavior, Members SayThere's room to improve the program experience, though.May 31, 2017

Member satisfaction with loyalty programs is gradually rising but could still use improvement, according to the latest annual “Loyalty Report” [download page] from Bond Brand Loyalty. Some 46% of respondents to the survey report being “very... READ MORE
B2B Execs Feel That Their Customers’ CX Expectations Are Rising

B2B Execs Feel That Their Customers’ CX Expectations Are RisingA majority believe their customers would switch loyalty based on their experiences.May 30, 2017

Customers today have higher expectations of their experiences they have in the buying process. So say 7 in 10 professionals with responsibility for sales/commerce technologies at B2B firms. The majority of respondents, surveyed by Forrester Consulting for... READ MORE

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