Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.
Customer Service & Experience Articles
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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.
Marketers Expect Customers to Become More Demanding This Year
Email is the most-used channel used for communicating with customers.
What Makes A Brand Best-in-Class on Social?
In the eyes of consumers, offering strong customer service is one of the top traits that make a brand best-in-class on social media. However, a report [download page] from Sprout Social shows that fewer marketers view customer service as important in their quest to be...
CEOs Prioritize the Customer Experience, but not CMOs
Customer experiences and customer relationships are top priorities for CEOs over the next few years, but CMOs are not seen as being crucial to these priorities, according to a recent study [download page] by IBM. In the survey of 3,000 CEOs across 50 countries and 26...
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 from the previous year, climbing from 25% to 29%, according to a new report [download page] from The Northridge Group. However, the survey of 250 US...
Music & Audio App Downloads Declined in the US Last Year
The number of Radio app downloads also declined in the US, bucking the global trend.
Mother’s Day Retail Spending Expected to Reach New High
Celebrants expect to spend almost $250 each on Mother’s Day this year.
Podcast Engagement Growing Among the Middle-Aged
More than 4 in 10 adults ages 35-54 reported listening to a podcast in the previous month.
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...
Amazon Dominates in Service Quality Perception, but Isn’t Always the First Choice for Shopping
Amazon leads the way among online retail channels in consumers’ views of delivery speed, delivery price, product...
3 Quick Points About Consumer Attitudes to AI
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes...