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Customer-Centric > Customer Service & Experience

State of Marketing Report Shows Growing Use of Various Channels, Troubles With Message Personalization

June 21, 2017

Salesforce Research has released its 4th annual "State of Marketing" report [download page], surveying the landscape of the evolving function. While the study covers several different areas, one particular takeaway underscores the rate of change, at least in channel usage: marketing leaders responding to the survey estimated that on average, one-third of their budgets are spent on channels they didn't know existed 5 years ago. Read more »

Consumers Now Say They’re More Likely to Share Good Than Bad Experiences

June 21, 2017

In a reversal from past research (see here and here) consumers are more likely to share good experiences than bad ones, according to a recent Temkin Group survey. In fact, just 14% of the 10,000 US consumers surveyed said they were tight-lipped following a recent very good experience with a company, compared to 35% who didn't tell anyone following a very bad experience. Read more »

Majority of Consumers Say Ads Can Affect the Site Experience, Find Pop-Ups Intrusive

June 8, 2017

Eight in 10 adults at least somewhat agree that online ads can impact their experience on specific websites, according to a survey from Ask Your Target Market (AYTM). The research indicates that most would be likely to use an ad blocker in the future were they to notice an increase in obtrusive ads. Read more »

Loyalty Programs Continue to Affect Shopping Behavior, Members Say

May 31, 2017

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 loyalty programs, up a couple of points from last year's study, with financial programs earning the highest level of satisfaction from US members. Read more »

B2B Execs Feel That Their Customers’ CX Expectations Are Rising

May 30, 2017

Customers today have higher expectations on their experiences they have in the buying process. So say 7 in 10 professionals with responsibility for sales/commerce technologies at B2B firms. The majority of respondents, surveyed by Forrester Consulting for FPX [download page], also feel that customers will shift their loyalty based on their experiences. Read more »

Top 10 Marketing Charts of the Month – April 2017

May 19, 2017

This month's quick-hit set of top charts includes the following topics: traditional TV viewing trends and live vs. OTT viewing; Netflix vs. cable-TV subscriber count; biggest video ad challenges; youths' purchase influencers; teens' top social platforms; businesses' use of social listening tools; marketing ROI headaches; most important PR trends; and fastest-growing e-commerce categories. Read more »

Social Now Seen As Top Distribution Platform for Digital Video Campaigns

May 16, 2017

The pendulum seems to be swinging towards social platforms as the most important partners for digital video campaigns, according to a Trusted Media Brands Inc. (TMBI) survey. Some two-thirds (68%) of marketers and advertisers involved in digital and mobile advertising said that social platforms are their most important partners, up from 56% in the prior survey fielded just 10 months earlier. Read more »

B2B Marketers Keep the Focus on Content

May 15, 2017

There's no content fatigue setting in among B2B marketers, according to the 2017 Digital Trends in B2B [download page] report from Econsultancy and Adobe. Not only is content marketing by far the top digital priority for B2B marketers this year, but it's also the discipline most likely to get a spending hike this year. Read more »

B2B Marketers and Salespeople Point to Problems with Lead Management

May 8, 2017

Only around half (52%) of B2B marketers and salespeople believe that their teams are properly aligned to achieve business goals, according to a recent LeanData survey [download page]. Such misalignment could be leading to routing issues, with the report finding that on average 1 in every 4 leads is routed to the incorrect account owner. Read more »

Baby Boomers Show Some Apathy Towards Digital CX Initiatives

April 27, 2017

Generational differences might play a larger role in attitudes toward digital innovations than company executives originally thought, according to research [pdf] from the IBM Institute for Business Value. Indeed, the data highlights Baby Boomers' relative lack of interest in embracing new initiatives compared to younger age groups. Read more »