Only 1 in 3 are very confident that they have a fully-detailed understanding and/or map of each customer’s digital journeys.
Customer Service & Experience Articles
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.
There’s been a substantial increase in the share of consumers who would feel closer to a brand if it provided extra value to them to stay loyal.
B2B customers report using 10 distinct channels to interact with suppliers over their decision journeys, up from 5 in 2016.
Marketers are experimenting with the use of AI to personalize channel experiences.
Fewer than half of Gen Zers are satisfied with their interactions with retail companies.
The majority share of shoppers say convenience matters most when finding products.
More than half of the consumers surveyed report spending more on online grocery shopping since the pandemic.
Email is the most-used channel used for communicating with customers.
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...
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...
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...
Fewer Than Half of US Adults Appreciate Their Data Being Used to Personalize Their Online Experience
However, more agree than disagree that they appreciate their data being used to personalize online experiences.
Viewing time on connected TV devices, meanwhile, was flat.
The trend against cookies is leading to the most pressure at the bottom of the funnel.
More than 8 in 10 (85%) consumers share their opinion with brands by taking surveys, making this the most popular...
Amazon leads the way among online retail channels in consumers’ views of delivery speed, delivery price, product...
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes...