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Customer-Centric > Customer Engagement

Facebook User-Generated Content Engagement Reportedly Down in 2016

February 23, 2017

Facebook users averaged far fewer original posts in 2016 than they did the year prior, according to a Mavrck analysis [download page]. While the trends identified in the report point to a general decrease in earned engagements, the study also demonstrated the continuing power of word-of-mouth. Read more »

Customer Communities Used Primarily for Listening, Research

February 20, 2017

Customer and employee communities have quite an impact on the organizations that run them, according to a Leader Networks survey [download page] of 271 marketing and community leaders primarily from B2B (41%) firms and Associations/Non-Profit Organizations (34%). Among the almost three-quarters of respondents with a customer community, customer listening and research emerges as a far bigger goal than sales. Read more »

Inc. 500 Execs See Social’s Potential in Driving Sales, But Fret About ROI

February 16, 2017

A majority of Inc. 500 companies are using various social platforms including LinkedIn (94%), Facebook (88%), Twitter (79%) and Google+ (53%), while Instagram (46%) is growing quickly and nearing majority adoption, according to the latest annual study of this topic from the University of Massachusetts Dartmouth. Inc. 500 executives surveyed as part of the study feel that social networking platforms have a greater role to play than other channels in increasing sales. Read more »

What Types of Experiences Influence Millennials’ Brand Loyalty?

February 15, 2017

Almost two-thirds of American adults feel that the types of experiences that make them loyal to a particular brand or provider have changed to some degree over the past 3 years, research from Accenture Strategy has found. For youth, product and service experiences are becoming more important drivers, as is trust in data privacy. Read more »

Top 10 Marketing Charts of the Month – January 2017

February 10, 2017

This month's quick-hit set of top charts includes the following topics: traditional TV viewing trends; advertising to Gen Z; social media's purchase influence; e-commerce and m-commerce popularity; adoption of voice-enabled digital assistants; business trust and buzz; top influence marketing goals; most effective content types; and B2B customer marketing activities. Read more »

Which Brands Are Doing Best At Meeting Their Customers’ Expectations?

January 31, 2017

Consumers continue to expect more from brands - but brands aren't rising to the challenge, reports Brand Keys in its latest annual Customer Loyalty Engagement Index. The 22nd annual study looks at the key purchase drivers across various categories and sees how brands in those categories stack up to the ideal across those drivers. Read more »

Majority of Enterprises to Increase Influencer Marketing Spending. What Goals Do They Have in Mind?

January 27, 2017

Almost three-quarters (71%) of brand strategists and marketers at leading enterprises consider influence marketing to be a strategic marketing category, according to an Altimeter, Traackr and TopRank Marketing survey [download page] of 102 respondents at organizations such as Microsoft, American Express and Adobe. While influencer marketing investments remains fairly small, a majority are planning to increase their spending. Read more »

The 10 Most Important Ways to Build Trust in Companies (According to Consumers)

January 25, 2017

Trust in bedrock institutions - NGOs, business, media and the government - is declining worldwide, reveals Edelman in its latest annual Trust Barometer report, and business stands "on the brink of distrust." In fact, just 37% of general population respondents around the world find CEOs to be credible, an all-time low. In such an environment, how can businesses build trust? Read more »

Majority of Retailers Expect to Accept Apple Pay by Year’s End

January 23, 2017

More than one-third of top North American retailers accept Apple Pay (36%) and PayPal (34%), and an additional fifth expect to accept these payment options within a year. That's according to the 18th annual POS/Customer Engagement Survey [download page] from Boston Retail Partners (BRP), which is based on a survey of more than 500 top North American retailers. Read more »

1 in Every 3 Companies Fails to Follow-Up on Inbound Inquiries

December 20, 2016

Many sales teams are failing to be prompt, persistent and personalized in their follow-up to inbound inquiries - and that's if they even respond to leads in the first place, according to research from Conversica. Indeed, around one-third of the 538 B2B and B2C companies contacted across nine industries did not respond at all to a direct, specific contact inquiry. Read more »