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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... >>

BizReport | Loyalty Marketing November 19, 2013

Brands: You have one minute to make a loyal customer

Good news for brands: In just over one minute (73 seconds) you can build loyalty from a customer. On the negative side, brands can also lose customer loyalty in the same amount of time. According to new data out from... >>

BizReport | Ecommerce November 01, 2013

Customer experience the focus of ForeSee platform

Following up on the trend of customer experience, ForeSee has launched a platform set up to help brands ensure a quality customer experience across channels. Called cx360, the platform includes executive portals, advanced analytics and insights geared to helping advertisers... >>

BizReport | Internet October 11, 2013

How to build a better customer experience

According to experts website conversions have fallen off by 50% when a mobile landing page takes more than six seconds to load. While responsive design may solve problems of page loaded on websites, the key to more engaged shoppers is... >>

BizReport | Ecommerce October 01, 2013

IBM Tealeaf survey reveals how businesses connect the physical with the digital

What is the most-used method used by businesses to integrate the physical and digital worlds? And why is enabling a seamless experience across channels so important to businesses today? The answers can be found in a mini whitepaper released today... >>

BizReport | Ecommerce September 05, 2013

94% of businesses find digital experience replay tool effective

Today, customer satisfaction and online experience are the "lifeblood of businesses". Yet nearly three-quarters (73%) do not know the reasons why visitors to their website leave without converting, according to a new whitepaper from IBM Tealeaf.... >>

BizReport | Research August 29, 2013

Report: Mobile engagement hinges on experience

We all know that mobile is all about the experience. New data from Maxymiser underlines that fact, especially in mobile retail. According to new data from the Mobilizing the Retail Shopping Experience, 39% of mobile shoppers will leave a mobile... >>

BizReport | Internet August 07, 2013

Web experiences heading in the wrong direction

The latest rankings from the Temkin Group reveal the overall poor state of web experiences as few companies provide the experience consumers are looking for.... >>

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