Email marketing is consistently said to be the most effective digital tactic, so it's perhaps not too surprising that B2C decision-makers are more likely to see customers' email addresses as valuable than their phone numbers or social logins. That's the view of more...
Customer Satisfaction Articles
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Loyalty Programs Continue to Affect Shopping Behavior, Members Say
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 satisfied" with their...
Pay-TV Customer Satisfaction Back Down to the Industry Cellar
Customer satisfaction with pay-TV companies has dropped this year, finds a new report [download page] from the American Customer Satisfaction Index (ACSI). The index for subscription TV services fell to 64 on the ACSI's 100-point scale, tied with internet service...
Netflix Dominates Streaming Preferences Among Cord-Cutters
Cord-cutters (those who have stopped subscribing to pay-TV) and cord-nevers (those who have never had it) have varying demographic profiles and demonstrate different streaming video preferences, according to new data from GfK. Indeed, the results show that while...
Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?
Airlines are enjoying the highest reported customer satisfaction score since 1995, according to the American Customer Satisfaction Index (ACSI). The index for airlines rose to 75 on ACSI's 100-point scale, which is a 6-point boost over a 2-year period, and an...
Customer Satisfaction With Retail Stores Rebounds to Hit Highest Mark Yet
The NRF recently issued a fairly optimistic forecast about retail sales this year, and the sector might also be buoyed by new study data indicating that customer satisfaction has rebounded after a couple of years of decline. Indeed, the latest industry-focused...
Top 10 Marketing Charts of the Month – January 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;...
The Biggest Challenges to Contact Data Accuracy
Recent research indicates that marketing and sales measurement data continues to be a problem for marketers, and likewise that improving data quality is both the biggest challenge to marketing data success and the most important objective of a marketing data strategy....
Which Emotions Do Consumers Identify With Positive Experiences and Loyalty?
Emotional resonance has a keen role to play in marketing, driving areas as diverse as video advertising effectiveness to premium product perceptions. With the customer experience such a keen focus these days, a study from InMoment [download page] set out to discover...
Which SVOD Service is Tops in Customer Satisfaction?
Netflix tops Hulu, HBO Now and Amazon Video in overall streaming service satisfaction, reports Strategy Analytics. But HBO Now emerges as the leading subscription video-on-demand (SVOD) service across an impressive 11 of the 14 individual categories measured,...
Which Customer Marketing Activities Are Most Broadly Used by B2B Firms?
B2B companies are relying more on customer references and testimonials than on any other type of customer marketing activity, details a report [download page] from Influitive and Koyne Marketing. Based on a survey of 202 respondents, largely from B2B (77%) and hybrid...
Satisfied Customers Say Marketing Provides Them Consistently Good Experiences
What is it about companies' marketing that drives satisfaction for their customers? MarketingSherpa explored this question in a survey [download page] fielded among 2,400 US consumers, half of whom were asked about the companies they were satisfied with and the other...
Brand Reputation Is More Important Than Price, Almost Half of US Consumers Say
Gen Zers are less likely than older adults to say that various factors are more important than price in their purchase decisions.
How Much Time Are Adults Spending with Media?
TV time accounted for almost half (46.6% share) of total media time for all adults, but only around a third of time for younger adults.
Internet Use Climbs Among Older Adults
Almost 9 in 10 adults ages 65 and older used the internet last year.
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...
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...
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...