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Verticals > Financial Services

Consumers Now Say They’re More Likely to Share Good Than Bad Experiences

June 21, 2017

In a reversal from past research (see here and here) consumers are more likely to share good experiences than bad ones, according to a recent Temkin Group survey. In fact, just 14% of the 10,000 US consumers surveyed said they were tight-lipped following a recent very good experience with a company, compared to 35% who didn't tell anyone following a very bad experience. Read more »

Loyalty Programs Continue to Affect Shopping Behavior, Members Say

May 31, 2017

Member satisfaction with loyalty programs is gradually rising but could still use improvement, according to the latest annual "Loyalty Report" [download page] from Bond Brand Loyalty. Some 46% of respondents to the survey report being "very satisfied" with their loyalty programs, up a couple of points from last year's study, with financial programs earning the highest level of satisfaction from US members. Read more »

Brands’ Use of Slang on Social Media is Annoying, Consumers Say

May 26, 2017

Consumers seem to have fairly clear ideas about brand personalities on social media, and the use of slang isn't... woke. In a new study from Sprout Social, roughly 1,000 US social media users weighed in on brand personalities, with most feeling that it's "cool" if brands talk about timely events, but not politics. Read more »

Here Are Americans’ Top Financial Concerns

May 23, 2017

American adults' biggest financial worry is the inability to pay the medical costs in the event of a serious illness or accident, reports Gallup in new survey data. A majority (54%) of the more than 1,000 US adults surveyed said they're either very (30%) or moderately (24%) worried about this. Read more »

Security Breach Would Cause Many Youth to Lose Faith in A Company

May 22, 2017

Among the several implications of a security breach is customer loyalty. So how do so-called "digital natives" feel about breaches, having grown up in a world where they are increasingly commonplace? New research [pdf] carried out by Forrester Consulting on behalf of American Express finds that a security breach would cause more Gen Y and Gen Z respondents to abandon a company than would better competitor rewards offers or a variety of poor digital interactions. Read more »

Email in Q1: Consumers Engage on Friday, Convert on Saturday

May 17, 2017

Consumers aren't turning away from marketing emails, says Yes Lifecycle Marketing [download page], noting that in Q1 new subscribers featured more prominently in marketers' databases than in the year-earlier period. But it's not all roses: while open rates continued their ascent, click rates moved in the opposite direction once again, meaning that marketers need to up their game. Read more »

Collect This Type of Data And You’ll Upset A Majority of Consumers

May 9, 2017

Nearly two-thirds of consumers in the US and UK say they would be upset to know that marketers had their salary information, according to a BlueVenn report [download page]. A majority of respondents would likewise be upset if marketers were privy to their credit rating (58%), private social media data (56%), smart home data (56%) and internet browsing history (52%), according to the report's findings. Read more »

Only About Half of Americans Say They Trust the Internet

May 5, 2017

The internet's development has had a transformative effect on consumers and industries, but it hasn't engendered much trust along the way. In fact, just 53% of adults in the US say they generally trust the internet, according to results from a Centre for International Governance Innovation survey. Globally, the result wasn't much better, with just 56% saying that overall, they trust the internet. Read more »

Mobile Gains Primacy in US Digital Advertising: 3 Takeaways

May 3, 2017

By now you've probably heard the news: in their latest internet advertising revenue report [pdf] - covering 2016 - the IAB and PwC have revealed that mobile (finally) captured a majority share of advertising revenues. Here are 3 takeaways from the report's findings. Read more »

What Are the Essential Features of a Primary Credit Card?

April 20, 2017

The credit card industry has become a competitive arena, offering increasingly attractive perks to entice and retain the 80% of Americans who use or own a credit card, per the results of a Harris Poll survey. The most vital features surround fees and interest rates: three-quarters of card-holders surveyed said that it was either essential or extremely important that their primary credit card have no annual fee, and more than half (56%) felt the same way about low interest rates. Read more »