Customer Satisfaction Articles

Consumers Expect Customer Service Agents to Know Their Engagement History

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, with two-fifths (42%) trying to resolve their issue online first most of the time. That being said, a new survey [download page] by Radial and CFI...

The Failure to Make Websites Accessible is Leading to More Lawsuits

The Failure to Make Websites Accessible is Leading to More Lawsuits

In a time when large companies are having substantial fines levied on them for breaching GDPR regulations, it’s important to remember that data privacy isn’t the only area where businesses need to be diligent. Website accessibility is another area covered by...

Consumers Look to Tech to Improve Their Shopping Experience

Consumers Look to Tech to Improve Their Shopping Experience

Consumers are seeing an improved experience due to shopping technologies and innovations for online (80%), in-store (66%) and mobile (63%) shopping. The use of intelligent automation is not slowing down either, per a new report [download page] for the National Retail...

Pay-TV Services Still Lag in Customer Satisfaction

Pay-TV Services Still Lag in Customer Satisfaction

Video streaming continues to gain a competitive edge on traditional TV. Earlier this year, a study found that more US consumers subscribe to a video streaming service than to pay-TV. Adding fuel to the fire, now a new report [download page] from the American Customer...

In Hindsight, What Would Retail Marketers Do Differently to Maximize Their MarTech Investments?

In Hindsight, What Would Retail Marketers Do Differently to Maximize Their MarTech Investments?

If given the opportunity to do it all over again with marketing technology, there are at least a few things marketers would do differently to make it more effective. Coming top of that list, according to a report [download page] from Forrester and Listrak, is having...

New Deck: Top 20 B2B Marketing Charts of 2018

New Deck: Top 20 B2B Marketing Charts of 2018

From buyer-vendor relationships to demand generation and events, our collection of 2018's top B2B marketing charts reveals some of the most important trends in buyers' path to engagement, while also finding that vendors are making advances but have to room to grow in...

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