Half of consumers surveyed have had an experience with a company that damaged their trust and relationship with it.
Customer Service & Experience Articles
Almost two-thirds of subscription leaders expect an increase in churn this year.
B2B marketers report being more focused on profitability than growth this year.
More than 7 in 10 aim to increase their digital CX spending this year.
The use of social media to search for work-related topics has plunged.
Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
A minority of CX practitioners said that their organization is effective at looking for emerging signals in what customers are thinking and feeling.
Nine in 10 adults report having earned or redeemed a reward in the past 6 months.
1 in 5 say it typically takes longer than 24 hours for brands to respond to messages.
Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.
There’s been a substantial increase in the share of consumers who would feel closer to a brand if it provided extra value to them to stay loyal.
Roughly 6 in 10 would rather save $4-5 off their subscription than pay that money to avoid ads.
Direct mail is also among the most-used and highly-touted advertising channels.
Almost 90% of those who replaced one or more tools chose a commercial application as the replacement.
The majority share of shoppers say convenience matters most when finding products.
More than half of the consumers surveyed report spending more on online grocery shopping since the pandemic.
Email is the most-used channel used for communicating with customers.