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Customer-Centric > Customer Service & Experience

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 »

Improving the Customer Experience Proves The Top Opportunity for 2017 And Beyond

February 15, 2017

Improving the customer experience will continue to be a top opportunity in the coming years, according to a recent study [download page] from Econsultancy and Adobe. A leading 22% share of company marketers surveyed indicated that optimizing the customer experience would be their most important opportunity this year. Read more »

Which Emotions Do Consumers Identify With Positive Experiences and Loyalty?

February 7, 2017

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 the emotions that customers feel most often when they have a positive brand experience. Read more »

Enterprise Organizations Focus on Personalized Marketing to Meet Customers’ Needs

February 6, 2017

Only 1 in 4 business leaders believe that customers are loyal, while 62% feel that the concept of loyalty is close to - if not already - obsolete, according to a Forbes Insights study [download page] produced in association with Gap International. The survey of business leaders from companies with at least $1 billion in annual revenues reveals that in an increasingly customer-centric environment, personalized marketing is the top area of focus. Read more »

Online Shoppers Say Search Is The Most Important Factor in A Great Digital User Experience

February 3, 2017

When shopping online, easy search functions trump fast websites and easy checkout as the most important factor in a great digital user experience, according to [download page] a survey from Episerver. Personalized content, meanwhile, is the least important of 5 factors ranked by the most than 1,100 US online shoppers surveyed. Read more »

AI, IoT Among Top Trends Seen Affecting the User Experience Over the Next 5 Years

February 2, 2017

Artificial intelligence (AI) isn't seen as a key consumer trend or something that will be a game-changer in market research. But, it will be one of the most important online trends affecting user experience in the next 5 years, according to UserTesting's 2017 UX and User Research Industry Research Report [download page]. Read more »

Top 20 B2B Marketing Charts of 2016

January 30, 2017

From content marketing and digital initiatives to demand generation, vendor relationships and programmatic advertising, our collection of 2016's top B2B marketing charts (B2C deck found here) presents an intriguing array of data from both strategic and tactical standpoints, giving B2B professionals insights that can help drive greater marketing effectiveness. Read more »

How Customer Service is Working With Marketing

January 30, 2017

Customer service and marketing are becoming more intertwined, especially considering the impact that service experiences can have on customer retention and loyalty. A new report from Salesforce [download page], based on a survey of more than 2,600 service professionals, outlines the ways in which service teams are collaborating with marketing, noting that almost two-thirds have shared goals and metrics. Read more »

Top 20 B2C Marketing Charts of 2016

January 23, 2017

From digital ad benchmarks to traditional media outlooks and the customer experience, our collection of 2016's top B2C marketing charts (we're breaking out B2B into its own deck this year - stay tuned) showcases some macro trends running through the industry while also paying heed to some of the more effective tactics being used by marketing professionals. Read more »

Holiday 2016 Data Hub (Updated)

January 20, 2017

Retail sales over the holiday season grew by 4% to $658.3 billion last year, above the forecasted growth rate of 3.6%, reports the NRF, which also reveals that non-store holiday sales (including e-commerce) grew by 12.6%, also higher the forecasted increase in online sales of 7-10%. Read more »