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BizReport | Research April 09, 2015

Direct mail condition reporting service launched

First impressions count. Just as slow-loading websites can greatly damage the user experience, creased, torn or incomplete direct mail can also determine if your communications are read or binned. ... >>

BizReport | Loyalty Marketing April 08, 2015

Being 'customer obsessed' is the only way forward

Focusing on winning, serving and retaining customers is the only way to succeed in the age of the customer, according to a new report from Forrester.... >>

BizReport | Ecommerce April 02, 2015

Survey: Viewing experience tops winning team

When it comes to the NCAA Men's Basketball Tournament - aka March Madness - the viewing experience is more important to most viewers than...well, anything. Including whether their team wins or loses. ... >>

BizReport | Mobile Marketing March 30, 2015

U.S. in-store and mobile retail experience found wanting

Gaps between consumer expectations and the ability of retailers to deliver what customers want have been identified by new research from Accenture.... >>

BizReport | Ecommerce February 04, 2015

80% of marketers agree 'our customer experience is our brand'

Brand loyalty and customer experience go hand in hand. A new survey from SDL conducted by Econsultancy reveals companies now understand the importance of delivering a great customer experience and plan to increase associated budgets.... >>

BizReport | Ecommerce January 22, 2015

Retailers: Customer experience also about employees

According to some pundits showrooming has disrupted the way retailers engage in stores. This may be true to an extent, but one expert points out the bulk of purchases are still made in stores, and that leaves a lot of... >>

BizReport | Ecommerce November 06, 2014

Why brands must create a personalized customer experience

Shoppers have more choices than ever - there are big box and department stores, online retailers, small mom-and-pops in their hometowns. To stand out many experts are advising retailers to create a more personal experience. One expert offers his tips.... >>

BizReport | Ecommerce October 09, 2014

Consumers want, and will use, live chat customer service on mobile

New research from customer engagement firm Moxie reveals that live chat as a customer service channel should not be limited to websites as more mobile users now expect the option to be available to use from their devices.... >>

BizReport | Ecommerce September 24, 2014

Study: Brands upping the personalization factor

There is a growing momentum behind customer personalization - studies are focused on it, strategies are mapped out. And yet, there remains a disconnect between brands and shoppers. That disconnect is underlined in a new study from SAP, which indicates... >>

BizReport | Ecommerce September 19, 2014

FTC's new 'merchandise rule' to come into effect before Christmas

New Federal Trade Commission rule requires retailers to ship within 30 days of a purchase, gain the customer's consent to delay delivery or provide a full refund.... >>

BizReport | Mobile Marketing July 30, 2014

Hilton gives guests greater control with significant app upgrade

Mobile apps are changing the way people book travel and accommodation, and perhaps nowhere more than within the hotel industry. Hilton Worldwide is the most recent hotel chain to give technology users more control over their overall experience by allowing... >>

BizReport | Ecommerce July 03, 2014

UK retail multichannel customer experience inconsistent

Retailers today have more customer service queries to answer across more channels than ever before yet, according to new research conducted by Eptica, many are failing to deliver.... >>

BizReport | Social Marketing June 22, 2014

U.K. insurers' digital customer experience left wanting

UK insurance firms need to bring themselves in line with a retailing approach to the customer experience by increasing their engagement with customers via digital and social channels, according to studies by KPMG and Eptica.... >>

BizReport | Ecommerce June 17, 2014

Study: Up to half of customer experience budgets wasted

B2B brands are doing a good job of enhancing the customer experience on their websites, but according to new data out from Accenture, a large amount of the budgets for customer experience are still wasted.... >>

BizReport | Ecommerce June 12, 2014

Top 5 tips to improve online experiences

To consistently deliver meaningful, relevant customer experiences, brands must understand not only what the shopper is looking for, but what they may have purchased last week and how this purchase will ease their situation. And that is made more difficult... >>

BizReport | Social Marketing April 16, 2014

44% of Twitter's 982 million accounts never used

Twitter's 'dark pool' could be as much as 44% of account holders, according to recent statistics reported by Twopcharts.... >>

BizReport | Ecommerce April 09, 2014

CMOs urged to go beyond the point of purchase

Businesses that keep their sights firmly fixed on customer acquisition are failing to acknowledge the importance of communicating with customers after they have made a purchase. ... >>

BizReport | Trends & Ideas March 21, 2014

Study: Personal Presence Trumps Digital Decorum for Optimal Customer Experience

New research from CX Act finds that despite the onslaught of social media and digital channels, most consumers still prefer to use offline methods to make contact with businesses.... >>

BizReport | Ecommerce March 21, 2014

Top 3 tips to improve customer service

Today, as more and more players enter the market, online retailers win by differentiating with experience. From checkout to delivery, eCommerce players strive hard to deliver a consistent and exceptional experience to be on top-of-mind recall. Today, service matters as... >>

BizReport | Ecommerce February 26, 2014

Research reveals importance of feedback to brands and consumers

The customer's voice is even more important than ever to survive in today's competitive world, and recent research reveals that while listening is important, response is just as crucial. ... >>

BizReport | Ecommerce January 30, 2014

Mobile website and app experiences lagging behind desktop

A new survey from customer experience analytics firm ForeSee reveals that retailers' mobile sites and mobile apps are lagging behind websites in terms of customer satisfaction at a time when consumers demand a seamless and consistence experience across channels. ... >>

BizReport | Social Marketing December 27, 2013

Report: Financial sector needs better customer experience

Social media may be the key for financial institutions looking to make a difference with their customer base - both the existing customer base and those who may be swayed to a new brand. That according to a new report... >>

BizReport | Social Marketing December 26, 2013

Expert: How to improve customer experience

The mobile web, according to one expert, is one place that will test brands' strategy while at the same time offering unprecedented access to consumers. Through app-based surveys and geo-fenced targeting, the mobile web may open retailers' customer relationships. ... >>

BizReport | Ecommerce December 12, 2013

Poor in-store service pushes festive shoppers online

A new survey by experience analytics firm ClickFox reveals that most negative shopping experiences happen in-store on the sales floor, another reason why over half of consumers are turning to the Internet to shop during the festive season.... >>

BizReport | Research November 25, 2013

Study: Brands need to put context in customer service

Hey, brands, there is a disconnect happening between you and your customers, and it may be the fault of context. There is new data out from [24]7 which indicates that more mobile consumers want brands to know the context of... >>

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