Consumers around the world seem to be a little more likely to share very good than very bad experiences.
Customer Experience Articles
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These Are Consumers’ Biggest Frustrations Online
The dreaded pop-up rears its head again.
Brand Reputation Is More Important Than Price, Almost Half of US Consumers Say
Gen Zers are less likely than older adults to say that various factors are more important than price in their purchase decisions.
Only A Minority of IT Decision-Makers Say That Downloaded Content Provides Value
However, the majority of younger decision-makers find downloaded content to be valuable.
B2B Commerce Professionals Expect Digital to Soon Account for the Majority of Their Revenues
B2B commerce leaders estimate that digital currently accounts for 41% share of their revenues.
Email’s Still A Top Purchase Driver, but Not for Everybody
Social media ads and posts hold more sway among younger generations, who appear to be more brand-loyal than their older counterparts.
Which Industries Are Delivering the Best Experiences?
US consumers are most satisfied with their recent Supermarket experiences.
Consumers Still Prefer the Human Touch in Customer Service
Human customer service interactions are preferred over digital ones for most – but not all – scenarios.
Which Technologies Are Moving the Needle on Digital CX?
An impressive 98% of marketers say that their martech ROI has improved this year.
Use of Data and Analytics to Improve CX Considered A Key Source of Competitive Advantage
While two-thirds of brands are aware of predictive analytics, only about 1 in 4 are currently deploying it.
Is Marketing Becoming More Complex?
Marketers are using more channels, navigating more technology solutions, and managing more product and service partners.
The Benefits of AI Seem Clear to Marketers. What About the Challenges?
The leading AI ethics concerns among B2C marketers include privacy invasion, IP issues, and the absence of human supervision.
Internet Use Climbs Among Older Adults
Almost 9 in 10 adults ages 65 and older used the internet last year.
How Much Does Programmatic Out-of-Home Cost?
The average CPM for programmatic OOH inventory rose to $7.24 in H2 2023.
Americans Retain Favorable Opinions of Small Business
Large corporations continue to suffer from poor reputation.
Trust in Retailers is Worth A Lot, Online Shoppers Say
Data security is a key driver of trust, but sizable portions of youth report having had their personal information compromised in a breach.
B2B Buyers Are Frequent Online Shoppers, Come to Supplier Sites Prepared
More than one-third grade their recent research and purchase experiences at supplier sites as an A.
Here’s What Consumers Say Impacts Their Loyalty to Brands
The leading reason why consumers would switch brands is due to product quality, but better deals and experiences would also sway many.