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...
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...
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...
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...
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...
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...
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...
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...
Some 7 in 10 users of B2B conversational marketing tools would use them for communicating with businesses, getting questions answered, and resolving issues, according to Drift and Heinz Marketing’s latest report [download page] on the state of conversational...
Whether it be speakers, lighting or thermostats, home connected devices (smart home devices) are becoming more popular in American homes. And, for those US adults who already own smart home devices, one is not likely to be enough, with almost half (46%) saying they...
A majority (55%) of smartphone owners around the world are open to some form of chatbot communication with businesses, though the largest share would still prefer to make a phone call, according to a recent report [download page] from Mobile Ecosystem Forum (MEF)....
Consumers lean on a number of factors when they are looking for new accounts to follow or like on social media. A new report [download page] from Sprout Social shows that many are influenced by suggestions in their feed or by the use of discovery tools (45%), while...
Navigating algorithm updates, platform changes, and new technology appear to be concerns for local marketers this...
More Americans are “stacking” subscription video-on-demand services (SVOD). While 84% of internet users have access to...
Baby Boomers still hold a significant portion of purchase power in the US. Approximately 1 in 6 Americans is...
A majority of businesses that use texting to engage with customers do so for scheduling purposes, with about half...
Recommendations from friends and family have always ranked as one of the biggest influencers when it comes to...
There have been numerous discussions around outsourcing - and insourcing - including the agency vs. consultancy...