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The Customer Experience is Ripe for Improvement, Consumers Say

The Customer Experience is Ripe for Improvement, Consumers SayMore than 8 in 10 claim they'll spend more for a better customer experience.July 11, 2017

More than 8 in 10 people surveyed across 8 countries say they’d be willing to spend more for a better experience, according to Capgemini research [pdf]. But the study reveals a disconnect between executive and customer perceptions of companies’... READ MORE
Marketing Technologies Abundant; AI Use to Rise

Marketing Technologies Abundant; AI Use to RiseWhile artificial intelligence adoption isn't as widespread as other technologies, planned use is robust.June 29, 2017

It’s not only a growing variety of digital marketing channels seeing more widespread adoption. Marketing technology and tools are also in abundance, with upwards of two-thirds of marketing leaders surveyed by Salesforce Research [download page]... READ MORE
Loyalty Programs Continue to Affect Shopping Behavior, Members Say

Loyalty Programs Continue to Affect Shopping Behavior, Members SayThere's room to improve the program experience, though.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... READ MORE
Security Breach Would Cause Many Youth to Lose Faith in A Company

Security Breach Would Cause Many Youth to Lose Faith in A CompanyUnexpected fees or charges would also lead to customer defections.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... READ MORE
Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?

Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?JetBlue tops all airlines for customer satisfaction. Is United worst?April 27, 2017

Airlines are enjoying the highest reported customer satisfaction score since 1995, according to the American Customer Satisfaction Index (ACSI). The index for airlines rose to 75 on ACSI’s 100-point scale, which is a 6-point boost over a 2-year period,... READ MORE

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