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Consumers Expect Customer Service Agents to Know Their Engagement History

Consumers Expect Customer Service Agents to Know Their Engagement HistoryAround 4 in 10 consumers feel that customer service agents should have a history of their brand interactions online or on the phone. July 23, 2019

An overwhelming majority (95%) of retail customers say they try to resolve an issue online at least some of the time, with two-fifths (42%) trying to resolve their issue online first most of the time. That being said, a new survey [download page] by Radial... READ MORE
Consumer Trust in Brand Message Grows With Increased Exposure

Consumer Trust in Brand Message Grows With Increased ExposureBrand message trust strengthens after being seen across three different channels. July 19, 2019

Brands cannot live on a good reputation alone; they need to earn consumers’ trust. Analysis in a new report [pdf] from Edelman shows that while two-thirds (67%) of global consumers say that while a good reputation will inspire them to try a product, they... READ MORE
The Failure to Make Websites Accessible is Leading to More Lawsuits

The Failure to Make Websites Accessible is Leading to More LawsuitsMore than 10,000 ADA lawsuits were filed in 2018.

In a time when large companies are having substantial fines levied on them for breaching GDPR regulations, it’s important to remember that data privacy isn’t the only area where businesses need to be diligent. Website accessibility is another area covered by... READ MORE
Social Intelligence Pros Say Customer Insight is Their Top Objective

Social Intelligence Pros Say Customer Insight is Their Top ObjectiveBut this differs depending on function, with those in PR more likely prioritize informing campaign strategies.July 17, 2019

Influencer marketing is still all the rage, with the majority of brands who used influencers last year continuing to do so in 2019. There are several considerations that go into choosing the right influencer for a brand, with nearly all of the more than 250... READ MORE
Why Gen Z Is A Generation of Creativity

Why Gen Z Is A Generation of CreativityHalf of Gen Zers believe they are more creative than previous generations.

Every generation believes they’ve got one up on the generations that came before them and the youths of Gen Z (the generation born roughly between 1995 and 2010) are no different. For this generation, it’s all about creativity, with a new study [download... READ MORE
Consumers Look to Tech to Improve Their Shopping Experience

Consumers Look to Tech to Improve Their Shopping ExperienceMore than one-third of consumers would be interested in tech which would allow them to try before they buy.July 16, 2019

Consumers are seeing an improved experience due to shopping technologies and innovations for online (80%), in-store (66%) and mobile (63%) shopping. The use of intelligent automation is not slowing down either, per a new report [download page] for the... READ MORE

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