More than 4 in 10 say that not having enough staff or resources stands in the way of providing consistent and quality engagement.
Customer Service Articles
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As Digital Service Expectations Rise, What Makes for a Great App Experience?
Throughout the pandemic, consumers have turned to their digital devices more than ever, with US adults spending an average of 8 hours per day with online activities last year. With more time online comes higher expectations for an online experience. Indeed, a report...
Vast Majority of Consumers Respond When Brands’ Personalization Goes Wrong
With a wealth of companies offering similar products and services, customer loyalty has become more important than ever before. Personalization can play a role in gaining the loyalty of customers, and a report [download page] from Movable Ink finds that two-thirds...
Which Types of Text Notifications from Businesses Are Consumers Receiving?
During the pandemic, two-thirds of US adults said they checked the weather on a daily basis. So, it’s no surprise that 39% of the text notifications consumers receive are weather updates, per a report [download page] from TCN. Weather updates are the most popular text...
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...
What Are the Main Drivers of Brand Trust?
Fewer than one-quarter of consumers in the US feel they are more in control of their data than they were a year ago. With consumers feeling like they have little control over the way their data is used by companies, it stands to reason that respect for consumers’ data...
4 in 10 Consumers Say They’re Using Social Media More to Discover New Products and Brands
The pandemic did a lot to push up the amount of time people spend on social media. In fact, Sprout Social’s The State of Social Media report shows that more than half of consumers surveyed have increased their social media use either significantly (27%) or slightly...
How Are Businesses Using Social Media?
The majority (89%) of executives are confident in their current social media strategy’s ability to provide interactive experiences with followers. This is per a report [download page] from Sprout Social, which examines how companies are using social media today and...
Website Optimization A Key Upcoming Focus for Customer Experience Design
Some 6 in 10 B2C and B2B marketers believe that designing an effective customer experience is very important in gaining a competitive advantage in their market. This is per a recent report [download page] from Ascend2 which looks at the advantages of a customer...
What Drives Brand Affinity for B2B Companies?
In their quest to build brand affinity with their customers, B2B professionals look to several attributes. A recent report [download page] from Provoke Insights found that the top 2 drivers appear to be brand trust and customer service. When the close to 200 B2B...
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...
What Types of Videos Are B2B Buyers Watching?
Almost 9 in 10 B2B buyers report having watched video in the last 3 months for the purpose of learning about a product or service.
Non-Profits Sent About 2 Fundraising Emails a Month to Their Subscribers Last Year
Non-profits enjoyed growth in their email lists last year, with an average increase of 7% over 2020.
It Sure Seems Pricing is Important to Video Streaming Subscribers
More US adults say that pricing options are important than original content when considering subscribing to a service.
4 in 10 Consumers Say They’re Using Social Media More to Discover New Products and Brands
The pandemic did a lot to push up the amount of time people spend on social media. In fact, Sprout Social’s The State...
How Are Businesses Using Social Media?
The majority (89%) of executives are confident in their current social media strategy’s ability to provide interactive...
Website Optimization A Key Upcoming Focus for Customer Experience Design
Some 6 in 10 B2C and B2B marketers believe that designing an effective customer experience is very important in...