Archives by date

April 2017

Travel Industry Satisfaction Climbs: Which Companies Are Leading the Field?

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, and an improvement of 4.2% from last year. Read more »

Baby Boomers Show Some Apathy Towards Digital CX Initiatives

April 27, 2017

Generational differences might play a larger role in attitudes toward digital innovations than company executives originally thought, according to research [pdf] from the IBM Institute for Business Value. Indeed, the data highlights Baby Boomers' relative lack of interest in embracing new initiatives compared to younger age groups. Read more »

Personalization Efforts Mainly Limited to Email and Website Home Pages

April 26, 2017

Virtually all marketers believe that personalization helps advance customer relationships and that their prospects and customers expect a personalized experience, new research from Evergage has found. But only 45% agree that they're getting personalization right, and further results from the study indicate that personalization channels and experiences remain limited. Read more »

Few B2B Marketers Feel That Their Company Is Effective At Maximizing Potential Revenue from Major Accounts

April 26, 2017

Only about one-third (35%) of marketers think that their companies are effective at maximizing the potential revenue from their major accounts, according to a report [download page] from Altify. Not too surprisingly, those in sales roles had more confidence in their ability to gain optimal revenue (48%) than their marketing counterparts. Read more »

Mobile Marketing ROI Has Come A Long Way in the Past Decade, But Email’s Still Tops

April 25, 2017

Email marketing continues to provide the best ROI of any digital channel, closely followed by SEO, according to Adestra and Econsultancy in their latest Email Marketing Industry Census [download page]. The survey of almost 700 in-house marketers - the majority of whom are UK-based - found close to three-quarters (73%) reporting that email offers a good or excellent return on investment, with SEO (72%) also highly regarded. Read more »

Where is Digital Ad Fraud Having Its Biggest Local Impact?

April 25, 2017

Fraud accounts for an estimated 6.4% of all digital ad spending in the US - or roughly $8 billion, according to a new report [download page] from Borrell Associates. But ad fraud has a bigger effect in some markets than others: in fact, it represents almost one-tenth of digital ad spending in some local markets, including New Haven, CT (9.8%) and Hagerstown, MD (9.6%). Read more »

Do Consumers Think Brands Are Endorsing Ads Appearing Alongside Offensive Content?

April 24, 2017

Brands that advertise online have growing concerns that their brand's image may be adversely affected by the placement of ads near certain types of offensive content. How bad is the risk? A new YouGov survey of more than 2,000 US adults reveals that almost one-third of US adults who see an ad alongside offensive content believe that the brand being advertised is endorsing that content. Read more »

The State of Traditional TV: Updated With Q4 2016 Data

April 24, 2017

[By MC Editor, JC Lupis] The latest quarterly TV viewing figures from Nielsen were recently released, and we now have 6 years' worth of data on Americans' traditional TV viewing habits to examine. If you've been keeping track of these quarterly updates, you're well aware that youth as a whole are watching less traditional TV. So what might be new in this latest study [download page], covering Q4 2016? Let's take a look. Read more »

Consumer Willingness to Pay A Premium for “Green” Products Climbs, Albeit Slowly

April 24, 2017

Consumers seem more willing to pay a premium and inconvenience themselves for environmentally friendly products in comparison to 2010, says GfK in a new release. But it's a minor change at best, suggesting that for some, environmental friendliness might hit the heart more than the wallet. Read more »

Here’s When the Top Internet Retailers Are Most Active With Emails

April 24, 2017

The top internet retailers moved away slightly from Friday sends in Q1 2017 relative to the year-earlier period, according to an analysis from Email Aptitude. The distribution of sends by day of the week was relatively stable on a year-over-year basis, with Monday remaining the most active day for emails from the IR 1000. Read more »