Category news stream

Customer-Centric > Customer Service & Experience

Retail Site Search Queries Are Getting Shorter; Most Are A Single Word

April 21, 2017

In a unique look at the all-important field of retail site search, a new study from SLI Systems [download page] reveals that the majority of search queries are only 1 word in length - and that the percentage of single-word queries has gradually risen over the past 4+ years. Read more »

Consumers Have Mixed Feeling About AI’s Potential for Customer Service

April 13, 2017

Consumers aren't convinced that AI can provide the same, or better level of customer service that a human can provide today, according to a Pegasystems survey. In fact, more adults surveyed across the globe disagree (38%) than agree (27%) that AI can match human customer service. However, there's a bit more optimism about the future, as more agree (38%) than disagree (26%) that AI has the potential to improve service in the future. Read more »

The Biggest Challenge for Video Advertising Today is the Consumer Experience

April 12, 2017

Video advertising may be one of the most difficult channels to measure for ROI, but a new FreeWheel study [download page] says there's a bigger problem: the ad experience. At least that's the (slight) consensus among the people who should have some thoughts about this - decision-makers who've spent at least $1 million on video ads in the past year. Read more »

How Are Businesses Using Social Listening Tools?

April 6, 2017

Companies are using social listening tools primarily to enhance customer relations by monitoring customer requests, questions and concerns (86%), according to a report by Clutch that surveyed 300 users of social listening tools at companies with at least 100 employees. Utilizing these tools also helps them to keep tabs on the competition (77%) and to track brands and products (75%), per the report. Read more »

As Digital Ads Become More Expensive, How Can They Be Improved?

March 29, 2017

Marketing budgets have been pouring into digital media in recent years as advertisers try to maintain pace with consumers' new behaviors. But digital advertising has seen its share of problems, from viewability to transparency and fraud. Several digital ad formats also frustrate consumers due to their interruptive nature. So how can online ads be improved? Adobe Digital Insights (ADI) asked consumers that very question in its recent Digital Advertising Report. Read more »

The Channels Customers Want to Use to Engage With Your Brand

March 27, 2017

When engaging with brands, consumers turn first to their websites, blogs or social sites, presumably for the availability, ease and convenience in doing so, according to a recent survey [download page] from Lithium Technologies. This channel preference is also true when wanting to find out about the products and services offered, per the study. Read more »

Which Components Are Essential to Marketers’ Brand Strategies?

March 23, 2017

Almost 9 in 10 global brand managers and CMOs agree that brand marketing is an important component of their marketing program, according to a recent report [download page] from OnBrand Magazine. The survey - conducted among more than 560 respondents - also found that the majority have a documented brand strategy, with close to half updating it annually. So what aspects are being included in brand strategies? Read more »

Budgets, Cultures Holding Back Data-Driven Strategies

March 22, 2017

Inadequate budgets are the biggest obstacles to implementation of truly data-driven customer strategies, cited by 54% of marketers responding to a new CMO Council survey [download page]. Challenges associated with internal cultures are also proving impediments: 43% cited a failure to fully embrace a customer-centric culture, and 32% feel it's due to a lack of senior-level support to spark change. Read more »

US Companies With the Best and Worst Customer Experience Ratings in 2017

March 17, 2017

Supermarkets continue to lead the way in customer experience, while health plans are again among the worst-rated, according to the 7th annual customer experience ratings from the Temkin Group. Indeed, of the 331 companies measured across 20 industries, supermarkets occupied 2 of the top 3 positions this year, while health plans took 3 of the bottom 5. Read more »

Top 10 Marketing Charts of the Month – February 2017

March 13, 2017

This month's quick-hit set of top charts includes the following topics: budget trends, by channel; Super Bowl ads; B2B lead gen channels; trustworthy B2B info sources; Millennials' brand loyalty; distribution of affluents by generation; "most powerful" brands; how brands are using Snapchat; and the top opportunity for marketers this year. Read more »