Some will be including interactive content in the year ahead, though few expect to leverage AI.
Consumers appear slightly more likely to post reviews about good than bad customer service experiences.
Even in case where they might have some brand loyalty, Boomers appear willing to buy from competitors more than their younger counterparts.
CRM use varies widely by size of the SMB.
Another priority for CX improvement in the coming year is aligning teams and tactics to create a seamless brand experience.
The more distant the consumers’ relationship with the brand, the more direct mail is favored as a communication channel.
Welcome emails also have the strongest conversion rate among first purchase campaigns.
More smartphone owners rely primarily on their phones than their computers to compare prices and browse products.
The most-cited essential element of a successful multi-channel marketing strategy is accurate measurement of performance.
There are also opportunities for retailers to leverage transactional emails to drive further purchases.
The largest share of online budgets is being spent on paid social, while events get the biggest piece of the offline pie.
The trend against cookies is leading to the most pressure at the bottom of the funnel.
The top categories for impulse purchases are Clothing/Apparel and Food & Drink.
In a new milestone, streaming exceeded cable in share of total TV viewing time.
TV is still the biggest medium for product placement spending, but digital media and recorded music are rising.
Only 1 in 4 have intent data implemented and integrated into their overall strategy.
Half of larger US retailers report having adopted buyer journey-based personalization.
Marketers plan to invest in customer data platforms and segmentation and targeting solutions.