Amazon leads the way among online retail channels in consumers’ views of delivery speed, delivery price, product reviews and more, but it falls behind as a shopping destination in some sectors, according to a recent report [download page] from Wunderman Thompson...
Marketers and advertisers have been exploring how artificial intelligence (AI) can streamline and improve processes such as collecting and analyzing customer data and creating and placing advertisements. But how is the use of AI affecting consumers? A recent survey of...
A recent report [download page] from the CMO Council and Rock Content reveals that marketing leaders believe interactive brand content is helping to communicate brand promise and value, deliver thought-leadership, and differentiate products and services as well as...
A majority of businesses that use texting to engage with customers do so for scheduling purposes, with about half using the messaging tool for customer service and support. Companies’ preference for these and other use cases for texting generally aligns with how...
Recommendations from friends and family have always ranked as one of the biggest influencers when it comes to purchasing decisions, as have online reviews. Horowitz’s most recent report, concerning the State of Consumer Engagement, provides more such evidence of the...
There have been numerous discussions around outsourcing - and insourcing - including the agency vs. consultancy debate. But how much do larger companies outsource? Of course it depends on which work area, but a recent study [download page] from Merkle suggests that...
One of the complaints the majority of B2B buyers have about vendors is that they are too busy selling their products and services to listen to their needs. With this in mind, a survey [download page] from ValueSelling Associates and Training Industry shows that high...
More than two-thirds (67%) of adults from across the globe say they have higher expectations for brands than they did in the past, with 7 in 10 US consumers (71%) saying that poor customer service frustrates them more than it used to. These higher expectations go...
For years credit unions have enjoyed a higher level of customer satisfaction than retail banks in the US. This trend changed in 2019 when, according to customer satisfaction data [download page] from the American Customer Satisfaction Index (ACSI), retail banks...
Among the many tools that businesses use, CRM platforms are among the most frequently leveraged technology solutions. One of the key benefits is the potential of CRM to assist in creating a single customer view, so it comes as no surprise a survey [download page] by...
Nearly 3 in 5 (57%) digital commerce senior decision-makers see Amazon as a barrier to the growth of their organization’s, with 56% saying they believe that the industry would be better off without the e-commerce giant. Yet although one-third (34%) of digital commerce...
The majority of customers are still communicating with organizations primarily through the use of email and telephone. But some are warming up to the idea of using online chat, with one-third saying they have used this communication channel in the past 12 months. On...
Being able to prove marketing performance and impact is critical, yet only about 1 in 7 (15% of) B2B marketing...
After being delayed for a year due to the COVID-19 pandemic, the 2021 Summer Olympic Games in Tokyo have begun. And,...
Global consumer spending on Apple’s App Store and Google Play grew by 24.8% year-over-year (y-o-y) in H1 2021 to reach...
One of the complaints the majority of B2B buyers have about vendors is that they are too busy selling their products...
More than two-thirds (67%) of adults from across the globe say they have higher expectations for brands than they did...
For years credit unions have enjoyed a higher level of customer satisfaction than retail banks in the US. This trend...