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Verticals > Telecom

Pay-TV Customer Satisfaction Back Down to the Industry Cellar

May 24, 2017

Customer satisfaction with pay-TV companies has dropped this year, finds a new report [download page] from the American Customer Satisfaction Index (ACSI). The index for subscription TV services fell to 64 on the ACSI's 100-point scale, tied with internet service providers (ISPs), whose aggregate score remained unchanged from last year, for the worst score among all industries measured. Read more »

Consumers Have Mixed Feeling About AI’s Potential for Customer Service

April 13, 2017

Consumers aren't convinced that AI can provide the same, or better level of customer service that a human can provide today, according to a Pegasystems survey. In fact, more adults surveyed across the globe disagree (38%) than agree (27%) that AI can match human customer service. However, there's a bit more optimism about the future, as more agree (38%) than disagree (26%) that AI has the potential to improve service in the future. Read more »

Top 10 Marketing Charts of the Month – March 2017

April 10, 2017

This month's quick-hit set of top charts includes the following topics: email list growth and deliverability metrics; shopping around vs. loyalty; Millennials' new media milestone; financial status, by generation; improving digital ads; obstacles to marketing analytics; CMOs and brand-building; corporate reputation drivers; and CX leader. Read more »

Smartphone Share of US Site Visits in 2016, by Industry

April 10, 2017

Smartphones once again ramped up their influence last year as devices used to visit websites, with their share of visits growing across key industries, reports Adobe Digital Index in its latest "Best of the Best" report. The devices' largest share of site visits was again in the Media & Entertainment sector, where they grew to account for 42.1% of all traffic in the US last year. Read more »

Here’s How Marketers Fared Last Year in the Metrics That Impact Email Deliverability

March 15, 2017

Close to one-third of US marketing emails fail to reach the inbox, according to an analysis released last year by Return Path. With deliverability having such an impact on email marketing success, Return Path has dug into its data [download page] and provided a host of new benchmarks across several metrics that can act as indicators for sender reputation. Read more »

Most Purchases Are Made While Shopping Around, Not From Loyalty

March 10, 2017

Do consumers tend to make the same brand choices time after time, or do mostly shop around with successive purchases? Recent research from McKinsey comes to a troubling conclusion: few purchases are loyalty-driven, and the myriad new ways for consumers to judge brands and comparison shop doesn't seem poised to change that. Read more »

US Ad Spend Trends, by Medium, in 2016

February 6, 2017

In many ways, the final ad spending figures for 2016 demonstrated a continuation of previous trends, although there were some intriguing results mixed in, according to a review of figures recently released by Standard Media Index (SMI). Digital kept growing and print kept declining, but there were some indications of a shift away from digital and towards TV. Read more »

Which Brands Are Doing Best At Meeting Their Customers’ Expectations?

January 31, 2017

Consumers continue to expect more from brands - but brands aren't rising to the challenge, reports Brand Keys in its latest annual Customer Loyalty Engagement Index. The 22nd annual study looks at the key purchase drivers across various categories and sees how brands in those categories stack up to the ideal across those drivers. Read more »

Top 20 B2B Marketing Charts of 2016

January 30, 2017

From content marketing and digital initiatives to demand generation, vendor relationships and programmatic advertising, our collection of 2016's top B2B marketing charts (B2C deck found here) presents an intriguing array of data from both strategic and tactical standpoints, giving B2B professionals insights that can help drive greater marketing effectiveness. Read more »

Email Click Rates Continue to Decline. Is An Increase in Marketing’s Share of Emails to Blame?

January 26, 2017

Open rates continue to climb, but it has been more than 3 years since the last year-over-year increase in North American email click rates. That's according to a review of quarterly email benchmark reports from Epsilon, including the latest covering Q3 2016 [download page]. Once again, open rates increased on a year-over-year basis (up from 31% to 34.1%), while click rates declined (from 3.5% to 3.1%). Read more »