How Does Customer Experience Affect Loyalty Behaviors?

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...

Nearly Half of Consumers Would Change Their Purchase Behavior as a Form of Feedback

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 method of giving feedback. A recent report [download page] from DISQO shares this and other insights into how and why consumers choose to make their voice...

Amazon Dominates in Service Quality Perception, but Isn’t Always the First Choice for Shopping

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 reviews and more, but it falls behind as a shopping destination in some sectors, according to a recent report [download page] from Wunderman Thompson...

3 Quick Points About Consumer Attitudes to AI

3 Quick Points About Consumer Attitudes to AI

Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes such as collecting and analyzing customer data and creating and placing advertisements. But how is the use of AI affecting consumers? A recent survey of...

Strength in Customer Journey Mapping A Distinguishing Factor for B2B CX Leaders

Strength in Customer Journey Mapping A Distinguishing Factor for B2B CX Leaders

A little more than half (52%) of large B2B organizations in North America and Europe report that delivering excellent customer experience is one of the top business challenges they are currently facing. And, according to a new B2B International study reported by...

Consumers Find It Harder to Trust Companies – But Are They Being Hypocritical?

Consumers Find It Harder to Trust Companies – But Are They Being Hypocritical?

More than two-thirds (67%) of adults from across the globe say they have higher expectations for brands than they did in the past, with 7 in 10 US consumers (71%) saying that poor customer service frustrates them more than it used to. These higher expectations go...

Which Industries Are Suffering Most from Poor CX?

Which Industries Are Suffering Most from Poor CX?

The growing emphasis that companies put on optimizing customer experiences may be paying off for many industries, with only 7% of customers across 20 industries reporting they had a bad customer experience with a company in the previous six months. Nonetheless, those...

In What Areas Do Digital Commerce Leaders Think They Can Beat Amazon?

In What Areas Do Digital Commerce Leaders Think They Can Beat Amazon?

Nearly 3 in 5 (57%) digital commerce senior decision-makers see Amazon as a barrier to the growth of their organization’s, with 56% saying they believe that the industry would be better off without the e-commerce giant. Yet although one-third (34%) of digital commerce...

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