Email is the most-used channel used for communicating with customers.
Customer Service & Experience Articles
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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)....
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 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
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...
How Are Retail Marketers Tracking Shifting Customer Behavior?
Only 5% of retail marketers are satisfied with the level of depth and granularity of the customer insight and understanding available across their organization, while 57% say they are only satisfied sometimes and that the depth, quality and consistency of data can be...
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...
Workplace Software Buyers Rely on A Variety of Info Sources
Decision-makers rely heavily on others’ opinions, whether via word-of-mouth, social media, or review sites.
Sports Fans Say They’ll Migrate to Streaming Platforms if Necessary
3 in 4 would be at least somewhat likely to sign up to a streaming service to watch their favorite sport.
How Do US Adults Use TikTok?
A subset of highly active users are responsible for the vast majority of content.
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.