Half of consumers surveyed have had an experience with a company that damaged their trust and relationship with it.
Customer Service & Experience Articles
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Subscription Businesses Are Prioritizing These Customer Growth Strategies
Almost two-thirds of subscription leaders expect an increase in churn this year.
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In Bid to Improve CX, B2B Marketers Look to Expand Their Retention Strategies
B2B marketers report being more focused on profitability than growth this year.
6 in 10 Enterprise Leaders Use At Least 3 Digital CX Metrics
More than 7 in 10 aim to increase their digital CX spending this year.
How Professional Services Buyers Look for Work-Related Information
The use of social media to search for work-related topics has plunged.
2 in 3 Likely to Abandon a Brand After a Poor Customer Service Experience
Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
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.
TV Viewers Continue to Prefer Ad-Supported Platforms
Roughly 6 in 10 would rather save $4-5 off their subscription than pay that money to avoid ads.
Facebook Deemed to Deliver Highest ROI for SMBs
Direct mail is also among the most-used and highly-touted advertising channels.
Growth of Commercial MarTech Use Spurs More Replacements
Almost 90% of those who replaced one or more tools chose a commercial application as the replacement.
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.