Customer Service & Experience Articles

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What Makes A Brand Best-in-Class on Social?

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...

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...

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