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Customer Service & Experience Articles
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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.
Email’s Still A Top Purchase Driver, but Not for Everybody
Social media ads and posts hold more sway among younger generations, who appear to be more brand-loyal than their older counterparts.
Consumers Like to Spend on Apparel, and Will Take Their Time to Do So
More than 7 in 10 prefer to take their time when shopping for clothing online rather than get through the process as quickly as possible.
Consumers Still Prefer the Human Touch in Customer Service
Human customer service interactions are preferred over digital ones for most – but not all – scenarios.
Use of Data and Analytics to Improve CX Considered A Key Source of Competitive Advantage
While two-thirds of brands are aware of predictive analytics, only about 1 in 4 are currently deploying it.
Trust in Retailers is Worth A Lot, Online Shoppers Say
Data security is a key driver of trust, but sizable portions of youth report having had their personal information compromised in a breach.
Here’s What Consumers Say Impacts Their Loyalty to Brands
The leading reason why consumers would switch brands is due to product quality, but better deals and experiences would also sway many.
Data Security, Customer Experience Key to Consumer Trust in Business
Half of consumers surveyed have had an experience with a company that damaged their trust and relationship with it.
Subscription Businesses Are Prioritizing These Customer Growth Strategies
Almost two-thirds of subscription leaders expect an increase in churn this year.
In Bid to Improve CX, B2B Marketers Look to Expand Their Retention Strategies
B2B marketers report being more focused on profitability than growth this year.
6 in 10 Enterprise Leaders Use At Least 3 Digital CX Metrics
More than 7 in 10 aim to increase their digital CX spending this year.
Likely Voters Report Influence of Out-of-Home Ads on Decisions
OOH political ads are appealing because they’re not as interruptive as other formats.
How Did Video Ad Completion Rates Fare Last Year?
Completion rates were higher on desktops than on mobiles, but click-through rates (CTRs) were generally higher on mobiles than desktops.
Videogame Advertising Touted for Its Effectiveness
Gaming is ranked second only to social media among digital media types for driving advocacy.
Consumers Say Loyalty Programs Impact Customer Retention
Nine in 10 adults report having earned or redeemed a reward in the past 6 months.
Social Media Users Expect Quick Responses to Messages Posted on Brands’ Digital Channels
1 in 5 say it typically takes longer than 24 hours for brands to respond to messages.
Execs Recognize Importance of Digital CX but Struggle in Some Areas
Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.