B2B customers report using 10 distinct channels to interact with suppliers over their decision journeys, up from 5 in 2016.
Customer Service & Experience Articles
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Here’s How Execs Are Experimenting with AI in Digital Marketing
Marketers are experimenting with the use of AI to personalize channel experiences.
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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...
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 [download page] from Bluewolf (an IBM Company) finding that about two-thirds (65%) of marketers using Salesforce cite increased demand for AI capabilities...
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 recent data [download page] from XM institute. Here’s a look at what else the report uncovered on the ROI of customer experience when it comes to consumer...
The Majority of Smartphone Owners are Open to Chatbots, but Some Remain Unsure
A majority (55%) of smartphone owners around the world are open to some form of chatbot communication with businesses, though the largest share would still prefer to make a phone call, according to a recent report [download page] from Mobile Ecosystem Forum (MEF)....
Conversations About Brands Tend to Be More Positive When Face-to-Face Than on Social Media
Almost one-quarter of major brands are experiencing political polarization, judging by net sentiment in conversations about them.
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.
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...
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...
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...