For the second consecutive year social media users have a relatively low level of satisfaction with the platforms they use as a whole, per a report [download page] from the American Customer Satisfaction Index (ACSI). The ACSI measures customer satisfaction with 46...
Customer Satisfaction Articles
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Consumers Expect Customer Service Agents to Know Their Engagement History
An overwhelming majority (95%) of retail customers say they try to resolve an issue online at least some of the time, with two-fifths (42%) trying to resolve their issue online first most of the time. That being said, a new survey [download page] by Radial and CFI...
The Failure to Make Websites Accessible is Leading to More Lawsuits
In a time when large companies are having substantial fines levied on them for breaching GDPR regulations, it’s important to remember that data privacy isn’t the only area where businesses need to be diligent. Website accessibility is another area covered by...
Consumers Look to Tech to Improve Their Shopping Experience
Consumers are seeing an improved experience due to shopping technologies and innovations for online (80%), in-store (66%) and mobile (63%) shopping. The use of intelligent automation is not slowing down either, per a new report [download page] for the National Retail...
Pay-TV Services Still Lag in Customer Satisfaction
Video streaming continues to gain a competitive edge on traditional TV. Earlier this year, a study found that more US consumers subscribe to a video streaming service than to pay-TV. Adding fuel to the fire, now a new report [download page] from the American Customer...
Amazon Cedes E-Commerce Customer Satisfaction Crown
Amazon has for many years been the king of e-commerce by several measures, including brand valuation, where shoppers begin their searches, time spent on e-commerce websites, and even as a place for retailers to spend their advertising dollars. Jeff Bezos is...
In Hindsight, What Would Retail Marketers Do Differently to Maximize Their MarTech Investments?
If given the opportunity to do it all over again with marketing technology, there are at least a few things marketers would do differently to make it more effective. Coming top of that list, according to a report [download page] from Forrester and Listrak, is having...
New Deck: Top 20 B2B Marketing Charts of 2018
From buyer-vendor relationships to demand generation and events, our collection of 2018's top B2B marketing charts reveals some of the most important trends in buyers' path to engagement, while also finding that vendors are making advances but have to room to grow in...
Retailers See Many Benefits From Recurring Revenue Programs
Marketing leaders typically spend more on acquisition rather than retention, but the results of a recent Ordergroove survey [download page] of more than 150 retail industry professionals may indicate a growing emphasis on winning repeat business: some 83% of...
Business Leaders Take Note of Their Customers’ Increasing Power
Fully 85% of business leaders surveyed around the world agree that the needs of their customers are changing rapidly, and even more (93%) agree that their customers' expectations are increasing. That's according to the Global Trends Barometer 2019 from Vodafone, which...
Where Pay-TV Measures Up – And Doesn’t – With Streaming Services
Pay-TV penetration is gradually falling every year from its peak in 2010, and streaming services likely have a large role to play. New data [pdf] from The Hollywood Reporter (THR) and Morning Consult reveals that among people who stopped subscribing to a cable or...
Which Data Sources Are CX Professionals Analyzing?
Customer experience (CX) professionals are interested in learning about all phases of the customer journey, though they appear to de-prioritize the post-purchase stage, according to a report from NetBase [download page]. The study suggests that CX professionals are...
Marketing Industry Diversity Drops, but There’s Improvement at the CMO Level
Some 17.3% of CMOs or CMO-equivalents at ANA client-side marketer members last year were from a racial or ethnic group.
High-Growth Professional Services Firms Spend More on Marketing
Overall, though, professional services firms are dedicating a smaller share of their revenues to marketing.
Workplace Software Buyers Rely on A Variety of Info Sources
Decision-makers rely heavily on others’ opinions, whether via word-of-mouth, social media, or review sites.
How High-Growth B2B Companies Get the Most Out of Sales Coaching
One of the complaints the majority of B2B buyers have about vendors is that they are too busy selling their products...
Retail Banks Overtake Credit Unions in Customer Satisfaction
For years credit unions have enjoyed a higher level of customer satisfaction than retail banks in the US. This trend...
Marketers Are Looking At Retention and Satisfaction Rates to Determine CX Success
Marketers in both B2B and B2C sectors view optimizing customer experience as one of the biggest opportunities for this...