Gen Zers are less likely than older adults to say that various factors are more important than price in their purchase decisions.
Customer Service 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.
4 in 10 US Consumers Want Better Pricing in Exchange for Their Loyalty
The top reason why shoppers have switched away from a brand they used to be loyal to is because of cost considerations.
Teens’ Social Media Preferences Remain Intact, with TikTok Leading
Monthly engagement is highest with Instagram, though.
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.
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.
Subject Line Tweaks Can Boost Performance, Say Email Marketers
More than two-thirds (68%) also report some performance improvements from personalization with dynamic content.
What Do Consumers Want from Brands on Social Media?
Consumers like it when brands communicate in a relevant and authentic way, and dislike intentionally misleading content.
Which Skills Are Important in RevOps?
9 in 10 RevOps professionals view data analysis skills as being important, a high percentage also don’t believe they need this skill for their job.
2 in 3 Likely to Abandon a Brand After a Poor Customer Service Experience
Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
What CX Agility Initiatives Are Enterprise Organizations Effective At?
A minority of CX practitioners said that their organization is effective at looking for emerging signals in what customers are thinking and feeling.
Consumers Say Loyalty Programs Impact Customer Retention
Nine in 10 adults report having earned or redeemed a reward in the past 6 months.