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Customer Service Pain Points Still Driving Consumers Away

Some 53% of US customers surveyed last year reported having switched providers during the prior year due to poor service, according to a recently-released Accenture Strategy study. That 53% figure is up from 51% in 2013 and 46% in 2012, though the most recent study tracked switching behavior in an additional industry (health care providers), which may have […]

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Mobile Estimated to Represent More Than 4 in 10 US Organic Search Visits

More than 42% of US organic search visits in Q4 2014 came from mobile devices, up from 31% share during the year-earlier period, details RKG Digital [download page] in its latest quarterly digital marketing report. The study notes that iOS devices’ share of mobile search traffic has declined, although they retain a commanding lead over […]

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Traditional Media No Longer Most Trusted For News and Information

Traditional media is no longer the most trusted source of news and information around the world, according to the latest annual Edelman Trust Barometer. The study surveyed 6,000 “informed publics” aged 25-64 across 27 markets, finding that online search engines are now the most trusted source of general news. Search also widened its lead over […]

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Top Retailers’ Shopping Cart Recovery Email Cadence

Source: Listrak [download page] Notes: Some 34.3% of the Internet Retailer Top 500 send shopping cart recovery emails in 2014, representing a 45.9% increase from a year earlier, according to Listrak’s latest study of the top 1000 retailers’ email tactics. Among these top 500, a plurality 47% sent only a single message, while more than […]

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B2B Marketers’ Budget Allocations in 2015

Source: Forrester Research, Inc. 2015 [download page] Notes: B2B marketers will average an increase of 6% in their budgets this year, with 51% expecting budget increases as opposed to just 8% seeing decreases on the horizon, according to a Forrester Research survey of 132 North American B2B senior marketers. In-person trade shows, conferences and events […]

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