Category news stream

Customer-Centric > Customer Service & Experience

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 »

Businesses Shifting Tech Value Expectations From CX to Revenue Growth

March 9, 2017

More than half of business and IT leaders (57%) cite revenue growth as the greatest value that they expect from digital technology investments, up from 45% the previous year, finds PwC in a new report [pdf]. The growing expectation for revenue gains appears to be at the expense of the customer experience, which declined as the biggest value objective (down from 25% to 10% of respondents). Read more »

Where Are Performance Marketers Finding Challenges And Opportunities?

March 8, 2017

Marketers are allocating greater resources to target mobile users, according to a report from AdRoll [download page], which surveyed more than 1,300 marketers with heavy digital marketing spending. While the report suggests that mobile retargeting budgets are on the upswing, marketers are facing several mobile advertising challenges. Read more »

Mobile Page Speed Benchmarks, by Vertical

March 7, 2017

It appears that mere seconds really do matter to mobile users, according to recently-released research from Google, which tested more than 900,000 mobile websites. The longer a page takes to load, the higher the likelihood that the user will leave the page, with the probability of bounce more than doubling when page load time increases from 1 to 6 seconds. Read more »

More CMOs See Trusting Relationships As Being Critically Important to Customers

March 7, 2017

Trusting relationships are growing in importance to consumers, believe US CMOs, who now see trust rivaling service excellence and even all-important product quality, according to the latest edition of The CMO Survey. Read more »

What Do Small Businesses Want From Mobile Apps?

March 6, 2017

Small business owners believe that social integration (20%) and mobile payment (19%) are the most valuable features of a mobile app, according to Clutch, which surveyed 355 small business owners and managers. Less important to respondents are push notifications (11%) and in-app scheduling (11%), per the report. Read more »