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BizReport | Loyalty Marketing April 08, 2019

Study: Disconnect in CX from brand to consumer

A new report indicates that brands are missing the mark for customer experience. Data finds that while most consumers expect brands to personalize communications and ads to them, most do not feel that brands are actually doing the personalization. In... >>

BizReport | Ecommerce March 27, 2019

Study: Consumers feel brand marketing "ineffective"

Researchers have a warning for brands: their marketing efforts aren't connecting with consumers. That's a key takeaway from Acquia's new Closing the CX Gap report, which found that most consumers (56%) say brands' messaging is ineffective for them. ... >>

BizReport | Advertising March 26, 2019

Reports: Tech keeping consumers connected

Technology is keeping consumers connected to brands in new ways and is informing their decisions about how they want to interact. That is a key takeaway from new Valassis research which indicates, among other findings, is that three-quarters of consumers... >>

BizReport | Ecommerce January 04, 2019

How to improve the customer experience in 2019

As consumers spend more time on the web, either via computer, gaming portal, or mobile device, one thing has become clear: the user experience is key to the consumer staying - or returning - to the portal. Page load times... >>

BizReport | Ecommerce November 19, 2018

Studies ID better ways to engage shoppers

Customer experience continues to evolve, and two new reports shed light on how merchants and brands can better engage shoppers, both for this holiday season and through the new year. ... >>

BizReport | Loyalty Marketing June 26, 2018

5 Tips for IT to Better Manage the Customer Experience

Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. Thanks to "consumerization" - where employees are bringing their often-superior personal-life experiences of services, support, and customer service into the workplace -... >>

BizReport | Ecommerce May 09, 2018

Marketers: How to win at customer experience

Over the past three years, more emphasis has been placed on the customer experience on ecommerce sites, on social media sites, and even within the generalized advertising space. This is a problem for many brands, who may be proficient at... >>

BizReport | Advertising November 14, 2017

Marketers: Messaging apps key to customer engagement

While more shoppers are, indeed, buying more products online, that doesn't mean a good product listing page is all a marketer needs to connect. Messaging apps are gaining in popularity for both marketers, merchants, and shoppers, as they offer ways... >>

BizReport | Ecommerce July 26, 2017

Top 3 tips to better use AI for a better customer experience

The customer experience has never been more important to brands, but there has also never been more in-tune artificial intelligence tools to help create good experiences. Here are three tips to a better use of AI in the CX space.... >>

BizReport | Ecommerce July 18, 2017

Study: Experience a must for customers

When it comes to digital commerce, experience is a must. That's a key takeaway from new CMO Council data. In their new report, consumers say abandon brands that offer either poor or non-personalized digital experiences. ... >>

BizReport | Email Marketing June 22, 2017

Hotels failing to adequately communicate with guests prior to check-in

New research from TrustYou highlights hotel guests' experiences and expectations surrounding pre-arrival communications from their accommodation provider. ... >>

BizReport | Ecommerce June 12, 2017

4 in 10 online shoppers believe feedback overlooked, ignored

New research from experience management firm Qualtrics underlines the need for excellent customer service and attention to customer feedback. ... >>

BizReport | Mobile Marketing May 19, 2017

Diners want personalization, not robots, to improve their dining experience

Robots are out, pre-booking of a preferred table is in. New research reveals how diners feel about the use of technology before, during, and after the dining experience. ... >>

BizReport | Ecommerce April 04, 2017

Study: 1 in 10 feel CX strategy optimized

While most brands agree that a seamless online and offline customer experience is key to customer satisfaction, only 1 in 10 executives surveyed feel their digital strategy is actually optimized for customers. That's the word from a new Dimension Data... >>

BizReport | Loyalty Marketing March 31, 2017

Reality of online retail service experience 'average'

Consumers' expectations of retailers are continually rising yet, according to the findings of the 2017 Eptica Retail Conversation Study, many retailers are providing a service this is, at best, average. ... >>

BizReport | Ecommerce February 09, 2017

Top 4 tips to act on CX best practices

New data out from West Interactive Services indicates retailers are doing a good job at creating a seamless customer experience. But there is always room for improvement. Here are four tips to put CX best practices in action. ... >>

BizReport | Ecommerce February 08, 2017

Report: Retail leading in customer experience

When it comes to the customer experience, retailers are in the lead. That's the word from new West Interactive Services Data which found that retail ranked first in 'convenient' customer experience. ... >>

BizReport | Advertising January 24, 2017

Ad Roundup: Experience key to releases, partnerships

In today's roundup, a trio of announcements that key in on customer experience. ... >>

BizReport | Email Marketing October 25, 2016

Two-thirds of customers feel undervalued by providers

Many customers are turning to new providers for energy, insurance, banking or mobile because they feel they are receiving worse benefits than new customers. ... >>

BizReport | Ecommerce October 13, 2016

In-store shoppers willing to spend 4x more when human and digital assistance provided

The more assistance a store visitor has - whether it be human or digital - the more that visitor will spend, according to new research released by cloud-based customer experience optimization firm InMoment. ... >>

BizReport | Ecommerce October 10, 2016

U.S. insurers fail to offer digital customer experience

While many U.S. insurers have a digital presence their inability to answer routine customer queries across several digital channels is impacting the customer experience, according to new research carried out by Eptica.... >>

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%. ... >>

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