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BizReport | Ecommerce September 19, 2016

60% of consumers want customer support channels improved

Call centers are holding back the customer support experience, according to new research from Ovum and BoldChat, with most consumers preferring to avoid voice. ... >>

BizReport | Research September 06, 2016

UK consumers cite country's public transport as worst for customer service

With customer service and experience playing pivotal roles among today's consumers, a new survey from service design consultancy, Engine, reveals the UK's worst offenders.... >>

BizReport | Ecommerce June 28, 2016

Poor advertising among travel brands hinders data collection

Personalization is key to providing great customer engagement and experience, but new research from data specialists Boxever reveals the travel industry is falling short. ... >>

BizReport | Ecommerce June 07, 2016

Study: Customer experience could push revenue up

A solid customer experience could be more beneficial than many brands realize. According to new data out from Sitecore, a good customer experience could push revenue lines up as much as 11%. ... >>

BizReport | Ecommerce June 01, 2016

Study: Customer experience falling short

Despite improvements in the targeting of advertisements and retailers' ability to personalize websites and recommendations, the average consumer still feels their shopping experience isn't all it could be. That's the takeaway from new TimeTrade research, which found only one-quarter of... >>

BizReport | Advertising March 15, 2016

Ad Roundup: Releases to improve customer experience

In today's advertising roundup, three new releases that should help brands provide better customer experiences online. ... >>

BizReport | Ecommerce March 07, 2016

Is a poor customer service experience benefiting your competitors?

UK brands are counting the cost of poor customer service experience in the billions, according to new research from cloud-based contact center solution provider Magnetic North, as online sales are abandoned and customers head to competitors. ... >>

BizReport | Ecommerce March 01, 2016

51% of businesses lack expertise necessary to execute digital strategies

More than half of businesses have been classified by digital commerce consultancy Salmon and managed cloud company Rackspace as laggards when it comes to digital strategy.... >>

BizReport | Ecommerce July 23, 2015

Top 4 tips to improve customer experience

Shoppers can have more connection with their favorite brands now than at any time in history. They can go into stores, click through emails to targeted landing pages, check in with brands on social media and browse online stores while... >>

BizReport | Advertising July 15, 2015

Top 4 tips to improve customer experience through data

The customer experience is becoming more important to retailers and marketers every day, and that experience must be equal across devices as well as in stores. One expert offers advice on how to use data to improve the customer experience.... >>

BizReport | Ecommerce June 15, 2015

Top 3 tips to improve customer experience

Customer experience failures are impacting brands across the board, but it takes more than simply answering a call quickly or having up-to-date inventory numbers to solve a customer experience issue. Here are our top 3 tips to improve customer experience.... >>

BizReport | Ecommerce June 10, 2015

Expert: How customer experience fails impact brands

How does a single bad customer experience impact a brand? More deeply than many might think. Several recent studies indicate a single bad experience can stop a shopper from doing business with a company. ... >>

BizReport | Ecommerce June 08, 2015

Returns process key to retaining customers

When the MetaPack Group undertook research to understand what people really think about returns processes offered by retailers in Europe they found that it is necessary to provide consumers with many options. ... >>

BizReport | Ecommerce June 02, 2015

Survey reveals the cost of CX failures

New research reveals that 1 in 5 customer experience failures happen before the customer has made a purchase and reveals the top four failures. ... >>

BizReport | Research May 13, 2015

Survey: Sales departments out of alignment with customer engagement

When it comes to the overall customer experience, it would make sense for brands' sales departments to be in sync with engagement strategy. But, according to new data out from Televerde more than half (61%) of sales/marketing departments say they... >>

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.... >>

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