Gen Zers are less likely than older adults to say that various factors are more important than price in their purchase decisions.
Customer Service & Experience Articles
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Email’s Still A Top Purchase Driver, but Not for Everybody
Social media ads and posts hold more sway among younger generations, who appear to be more brand-loyal than their older counterparts.
Consumers Like to Spend on Apparel, and Will Take Their Time to Do So
More than 7 in 10 prefer to take their time when shopping for clothing online rather than get through the process as quickly as possible.
Consumers Still Prefer the Human Touch in Customer Service
Human customer service interactions are preferred over digital ones for most – but not all – scenarios.
Use of Data and Analytics to Improve CX Considered A Key Source of Competitive Advantage
While two-thirds of brands are aware of predictive analytics, only about 1 in 4 are currently deploying it.
Trust in Retailers is Worth A Lot, Online Shoppers Say
Data security is a key driver of trust, but sizable portions of youth report having had their personal information compromised in a breach.
Here’s What Consumers Say Impacts Their Loyalty to Brands
The leading reason why consumers would switch brands is due to product quality, but better deals and experiences would also sway many.
Data Security, Customer Experience Key to Consumer Trust in Business
Half of consumers surveyed have had an experience with a company that damaged their trust and relationship with it.
Subscription Businesses Are Prioritizing These Customer Growth Strategies
Almost two-thirds of subscription leaders expect an increase in churn this year.
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.
How Much Does Programmatic Out-of-Home Cost?
The average CPM for programmatic OOH inventory rose to $7.24 in H2 2023.
Americans Retain Favorable Opinions of Small Business
Large corporations continue to suffer from poor reputation.
B2C Brands Are Still Enjoying Success with Email
9 in 10 B2C marketers are using personalization in their cross-channel campaigns.
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.