Customer Service & Experience Articles

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Agencies Seem Confident in the Year Ahead

Agencies Seem Confident in the Year Ahead

Slightly more than half of agency leaders are reporting both revenue (56%) and profit (55%) growth for 2018, and even more (79%) are confident in more profitable growth in 2019, according to the latest annual Global Digital Outlook from the Society of Digital Agencies...

Are CMOs and Management In Alignment on Marketing’s Goals and Expectations?

Are CMOs and Management In Alignment on Marketing’s Goals and Expectations?

More than one-third (36%) of CMOs around the world believe that their role has changed in the past few years to drive more overall business growth, with one-third likewise feeling that their role has significantly gained in importance. So finds The Trade Desk in a new...

Brand Trust Matters… A Lot.

Brand Trust Matters… A Lot.

Two-thirds of adults in the US say that trust in a brand has a great deal (31%) or a lot (37%) of influence on their decision when making a big purchase, reports SurveyMonkey in recently-released research. Adults in the US aren't alone in the importance they place on...

Companies Struggle to Understand the External Costs for Marketing Technology

Companies Struggle to Understand the External Costs for Marketing Technology

Marketers are prolific adopters of technology, but it appears that the companies they work for do not understand the external costs of connecting it all. This is according to findings from a new study [download page] from Sitecore and Econsultancy. Close to half (47%)...

Older, Affluent Adults More Likely to Describe Themselves As Brand-Loyal

Older, Affluent Adults More Likely to Describe Themselves As Brand-Loyal

Only 1 in 5 American adults say they tend to be loyal to specific brands and largely buy from them repeatedly, while one-third like to try out different products even when they know there's one they like. So reports Morning Consult in a study entitled "What Drives...

Half of Consumers Expect Technology to Allow Companies to Customize Their Experience

Half of Consumers Expect Technology to Allow Companies to Customize Their Experience

CMOs now own the customer experience, and it seems as though they'll be dealing with increased customer expectations around customized experiences in the years to come. In a new report, WE Communications finds almost half (47%) of respondents across 8 countries...

How Many Purchases Define Brand Loyalty For Consumers?

How Many Purchases Define Brand Loyalty For Consumers?

Most American adults say that once they find a product they like they tend to buy it repeatedly rather than shop around and try other products. But how many purchases does it take for someone to consider themselves loyal to a brand? Survey results from Yotpo indicate...

Digital Advertisers Hope to Better Dynamically Segment Audiences

Digital Advertisers Hope to Better Dynamically Segment Audiences

The vast majority (91%) of advertisers agree to some extent that they put the customer first in all their marketing efforts, according to a survey [download page] conducted by Econsultancy for MediaMath. With that in mind, it's interesting to look at what advertisers...

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