Fully 85% of business leaders surveyed around the world agree that the needs of their customers are changing rapidly, and even more (93%) agree that their customers' expectations are increasing. That's according to the Global Trends Barometer 2019 from Vodafone, which...
Customer Service & Experience Articles
Additional categories:
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?
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.
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...
Almost Half of Consumers Report Having Abandoned A Customer Feedback Survey. Why?
Some 44% of consumers across the US, UK and Australia say they've abandoned a customer feedback survey without completing it, according to a recent study from Medallia [download page]. The report suggests that survey design - and the channels through which feedback...
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%)...
1 in 5 Shoppers Think Their Retail Loyalties Are Greater Than Their Parents’
Recent research has suggested that about 1 in 5 people are loyal to specific brands, and a new study from InMoment [download page] likewise finds 17% of consumers describing themselves as "fiercely loyal" to a handful of brands. But shoppers think it may have been...
What Do Emotional Interactions With Brands Mean For Consumers?
Emotions are greater drivers of brand loyalty than rational factors such as price competitiveness or brand values including social responsibility, according to consumer research from Capgemini. A new report from Invoca and Adobe reveals what a high emotional quotient...
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
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?
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
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...
How Much Does Programmatic Out-of-Home Cost?
The average CPM for programmatic OOH inventory rose to $7.24 in H2 2023.
Americans Retain Favorable Opinions of Small Business
Large corporations continue to suffer from poor reputation.
B2C Brands Are Still Enjoying Success with Email
9 in 10 B2C marketers are using personalization in their cross-channel campaigns.
3 Quick Points About Consumer Attitudes to AI
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes...
How Are Retail Marketers Tracking Shifting Customer Behavior?
Only 5% of retail marketers are satisfied with the level of depth and granularity of the customer insight and...
Strength in Customer Journey Mapping A Distinguishing Factor for B2B CX Leaders
A little more than half (52%) of large B2B organizations in North America and Europe report that delivering excellent...