The use of social media to search for work-related topics has plunged.
Customer Service & Experience Articles
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2 in 3 Likely to Abandon a Brand After a Poor Customer Service Experience
Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
What CX Agility Initiatives Are Enterprise Organizations Effective At?
A minority of CX practitioners said that their organization is effective at looking for emerging signals in what customers are thinking and feeling.
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.
8 in 10 Marketers Plan Changes to Their MarTech Stack This Year
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.
Consumers Say Their Favorite Brands Reward Them for Their Loyalty
There’s been a substantial increase in the share of consumers who would feel closer to a brand if it provided extra value to them to stay loyal.
Analysis Suggests More Channels Equals More Sales for B2B Companies
B2B customers report using 10 distinct channels to interact with suppliers over their decision journeys, up from 5 in 2016.
Here’s How Execs Are Experimenting with AI in Digital Marketing
Marketers are experimenting with the use of AI to personalize channel experiences.
Youth Seem Hard to Please in Their Customer Interactions
Fewer than half of Gen Zers are satisfied with their interactions with retail companies.
Shoppers: Convenience Matters More for Discovery than Transaction
The majority share of shoppers say convenience matters most when finding products.
Social Media’s Reach Among the US Population Seems to Have Plateaued
Some 82% of Americans ages 12 and up report using social media, the 4th consecutive year in which that’s been the case.
Marketers Say AI’s ROI Isn’t Just About Financial Gain
AI is expected to pay off in several ways, including by efficiency gains and effective data analysis.
Where Does CX Fit on CEOs’ Agenda?
CEOs are more likely to prioritize meeting changing customer expectations than improving their CX.
8 in 10 Marketers Plan Changes to Their MarTech Stack This Year
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.
Consumers Say Their Favorite Brands Reward Them for Their Loyalty
There’s been a substantial increase in the share of consumers who would feel closer to a brand if it provided extra value to them to stay loyal.
Analysis Suggests More Channels Equals More Sales for B2B Companies
B2B customers report using 10 distinct channels to interact with suppliers over their decision journeys, up from 5 in 2016.