Most will share their product categories of interest, but fewer are comfortable sharing information about their daily habits.
Customer Satisfaction Articles
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A Slight Majority of CX Leaders Think Customers’ Preference for Digital Channels Will Persist Post-Pandemic
Improving customer satisfaction is the most-cited high priority for CX leaders.
How Can Travel Brands Improve Their Personalized Experiences? Travelers Weigh In.
The most common expectation is a consistent experience across all communications channels.
How Are Execs Measuring UX?
91% are using some form of measurement to evaluate their UX efforts.
Youth Seem Hard to Please in Their Customer Interactions
Fewer than half of Gen Zers are satisfied with their interactions with retail companies.
Fewer People Report Using Facebook to Evaluate Local Businesses
Most look to Google to evaluate local businesses.
Shoppers: Convenience Matters More for Discovery than Transaction
The majority share of shoppers say convenience matters most when finding products.
What’s in Today’s MarTech Toolkit?
About 9 in 10 are using a CRM system.
Satisfaction High with Streaming Media Services, Lower with ISPs
A good customer experience is likely to lead to customer loyalty, trust and advocacy, and some sectors are doing better than others at creating a satisfying experience. A recent report [download page] from Qualtrics’ XM Institute shows which global sectors are getting...
More People Report Leaving Reviews Online for Positive than Negative Experiences
Consumers are more likely to leave reviews when a product is excellent than when it's unsatisfactory. This is according to a Q1 2021 consumer trends report [download page] from Jungle Scout. The survey of more than 1,000 adults in the US reveals that of those who...
What Drives Brand Affinity for B2B Companies?
In their quest to build brand affinity with their customers, B2B professionals look to several attributes. A recent report [download page] from Provoke Insights found that the top 2 drivers appear to be brand trust and customer service. When the close to 200 B2B...
Nearly Half of Consumers Would Change Their Purchase Behavior as a Form of Feedback
More than 8 in 10 (85%) consumers share their opinion with brands by taking surveys, making this the most popular method of giving feedback. A recent report [download page] from DISQO shares this and other insights into how and why consumers choose to make their voice...
US Adults Are Most Concerned About Inflation in Grocery Prices
85% of the adults surveyed say that rising inflation has had an impact on the way they shop.
Where Do People Go for Financial Advice?
Youth are more likely to turn to the internet than to a financial advisor.
Marketers Looking for Ways to Increase Email Engagement
Some will be including interactive content in the year ahead, though few expect to leverage AI.
Marketers Are Looking At Retention and Satisfaction Rates to Determine CX Success
Marketers in both B2B and B2C sectors view optimizing customer experience as one of the biggest opportunities for this...
Pinterest Leads the Pack in Social Media Customer Satisfaction
For the second consecutive year social media users have a relatively low level of satisfaction with the platforms they...
Consumers Expect Customer Service Agents to Know Their Engagement History
An overwhelming majority (95%) of retail customers say they try to resolve an issue online at least some of the time,...