Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
Customer Service & Experience Articles
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What CX Agility Initiatives Are Enterprise Organizations Effective At?
A minority of CX practitioners said that their organization is effective at looking for emerging signals in what customers are thinking and feeling.
Consumers Say Loyalty Programs Impact Customer Retention
Nine in 10 adults report having earned or redeemed a reward in the past 6 months.
Social Media Users Expect Quick Responses to Messages Posted on Brands’ Digital Channels
1 in 5 say it typically takes longer than 24 hours for brands to respond to messages.
Execs Recognize Importance of Digital CX but Struggle in Some Areas
Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.
8 in 10 Marketers Plan Changes to Their MarTech Stack This Year
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.
Consumers Say Their Favorite Brands Reward Them for Their Loyalty
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.
Analysis Suggests More Channels Equals More Sales for B2B Companies
B2B customers report using 10 distinct channels to interact with suppliers over their decision journeys, up from 5 in 2016.
Here’s How Execs Are Experimenting with AI in Digital Marketing
Marketers are experimenting with the use of AI to personalize channel experiences.
Youth Seem Hard to Please in Their Customer Interactions
Fewer than half of Gen Zers are satisfied with their interactions with retail companies.
Shoppers: Convenience Matters More for Discovery than Transaction
The majority share of shoppers say convenience matters most when finding products.
Here’s What Grocery Shoppers Want from Delivery Services
More than half of the consumers surveyed report spending more on online grocery shopping since the pandemic.
Impulse Purchases Seen More Common Among Youth
The top categories for impulse purchases are Clothing/Apparel and Food & Drink.
July Was A Big Month for Video Streaming
In a new milestone, streaming exceeded cable in share of total TV viewing time.
Product Placement Spending This Year Set to Almost Double 2016’s Total
TV is still the biggest medium for product placement spending, but digital media and recorded music are rising.
More Businesses Look at Customer Effort As Part of Customer Service Effectiveness
The proportion of businesses measuring customer effort as a marker of customer service effectiveness increased in 2020...
Half of Marketers Using Salesforce Report Employing AI
Artificial intelligence (AI) capabilities appear to be in higher demand because of the pandemic, with a report...
How Does Customer Experience Affect Loyalty Behaviors?
Just 1 in 8 customers would recommend a company after they experienced very poor customer experience according to...