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Customer-Centric > Customer Service & Experience

What Makes A Premium Product?

January 5, 2017

Sales of "premium" products - defined in this case as those that coast at least 20% more than the average category price - are seeing above-average growth in many fast-moving consumer goods (FMCG) categories, according to a recent report [download page] from Nielsen. But consumers perceive these products as being more than just about price, per the study. Read more »

Satisfied Customers Say Marketing Provides Them Consistently Good Experiences

December 23, 2016

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 half about companies with which they're dissatisfied. For satisfied customers, consistently having good experiences was the most common refrain, reported by a majority (56%) as being true of their experience. Read more »

Usefulness of Web, Apps Drives Digital Satisfaction for US Consumers

December 19, 2016

The usefulness of websites and applications is a far bigger driver of US consumers' digital satisfaction than privacy and trust in the credibility of information, according to a new Intent Lab Quarterly Digital Satisfaction Index (DSI) from Northwestern University Medill School and Performics. Read more »

Marketing-IT Relationship Reportedly Improving As Alignment on Business Goals Rises

December 16, 2016

More than 9 in 10 senior marketing and technology executives say that their relationships are more aligned on business goals than last year, including roughly one-third who said that their teams have much better alignment, per results from the 2016 CMO Digital Benchmark Study [download page] from Leapfrog Marketing Institute. Read more »

Marketers’ Top Digital Experience Goals Rest on Omni-Channel Engagement

December 15, 2016

Marketers are looking for their digital experiences in the coming year to be more comprehensive and connected and for them to tie the entire journey across both physical and digital engagements, according to a new report from the CMO Council and IBM. Study results suggest that integration of digital and physical experiences remains limited. Read more »

How Do Millennials and Boomers Vary in Their Shopping Attitudes?

December 13, 2016

colloquy-millennial-boomer-shopping-attitudes-dec2016Retailers focus much of their efforts on Millennials, but could be ignoring the generation with the most "clout," according to a report from COLLOQUY that uncovers some differences in the shopping habits of these generations. The research suggests that Millennials (22-35) are more likely to approach shopping as fun and relaxing, whereas Boomers (52-65) are more interested in convenience. Read more »

Easy-to-Use, Feature-Rich Apps Valued by Smartphone Users

December 9, 2016

googleipsos-what-smarphone-users-value-in-apps-dec2016User experience is crucial in engendering website loyalty, and as it turns out, to driving satisfaction with apps. Indeed, a new report [pdf] from Google and Ipsos finds that for most smartphone users, their favorite apps are easy to use and navigate - and that this is far and away the most common element shared by users' preferred apps. Read more »

Top 10 Marketing Charts of the Month – November 2016

December 7, 2016

mctop10nov-16-entryThis month's quick-hit set of top charts includes the following topics: social network user demographics; product discovery on social; digital display ad benchmarks; reducing email list churn; what finance wants from marketing; B2B social content effectiveness; constructing B2B buyer personas; content strategists' top initiatives; top trends in marketing technology; and holiday 2016 retail spending forecast. Read more »

Marketers: How Much Will These Consumer Trends Impact You in the Next Decade?

December 5, 2016

nyamabrandsparkdapresy-most-influential-consumer-trends-in-next-10-years-dec2016The emergence and use of mobile devices is the consumer trend that North American marketers believe will have the greatest impact on their industries in the next 10 years, according to survey results from the New York American Marketing Association (NYAMA) and BrandSpark, in association with Dapresy. Read more »

Good Design Aids Marketing Success, Consumers Say

December 5, 2016

adobe-design-impact-on-marketing-dec2016Roughly 7 in 10 adults in the US would choose a product or service over its competition due to good design, and design's influence doesn't stop at customer acquisition, says Adobe in its State of Create: 2016 report. In fact, 7 in 10 adults also agree that they would be more loyal to a brand that has good design, per the survey's findings. Read more »