Marketing industry insiders predict the most significant ways that B2B and B2C buyers will behave differently this year—and what marketers should do about it.
Zuckerberg & Co. rode personalization to good reviews in a year when service levels slid off the table. ACSI ratings declined for six out of 10 companies.
A new study from the research firm shows a direct correlation between customer experience prowess and organic growth rates.
The more than 160-year-old brand taps into modern, digital, and social tools to make genuine connections with customers across the globe.
Marketers at the hardware retail chain say delivering on their promises will lead to more positive customer experiences—and hopefully, a boost in sales.
Only one retail segment saw an increase in overall customer satisfaction in Q4 2014: the Web, says ACSI. But that category, like other retail sectors, is bouyed by a select few sellers.
The personal grooming brand uses content handhold prospective and new customers until they're comfortable and ready to commit.
For the situation to improve, marketing must be re-conceived as a revenue generator and it must be put in charge of customer experience, says a study.
The future of customer engagement for both B2B and B2C operations, Salesforce predicts, is in private, LinkedIn-style networks tying them to clients and partners.
Companies have become customer-obsessed; IT leaders have not so much as developed a crush. A new study says they'd better warm to the occasion or risk losing their juice.
Social media still has to work on its social skills, as does the U.S. Postal Service. Both sit with ISPs and cable providers at the bottom of the Customer Satisfaction Index.
Only a third of service organizations bother with it. Customers prefer phone, email, and even the website FAQ page to get questions answered, says a new survey.
Deliver data in an engaging, relevant, and actionable way and you'll be agile enough to respond to the needs of today's empowered consumer.
Aashish Rangwalla, senior manager, acquisition marketing at Sony Rewards & Card Marketing, explains the importance of a great customer experience.
Nearly nine out of 10 customers say the phone's the only way to resolve issues. Maybe that's because just half of 50 leading brands in a new study offered an email option.
Digital business teams are growing, but dwindling talent pools slow the pace of hires. Functions hardest hit are customer experience, IT, and business analytics.
Personal, genuine connections can help marketers craft the most intimate and positive customer experiences—and that's what Alternative Apparel is all about.
Showrooming is actually good for brick-and-mortar retailers—to the tune of more than $1 trillion in sales last year, a new study says.
Despite acknowledging its importance, 30% of companies have not increased their investment in customer experience, a study says.
Many retailers have committed resources to realizing true omnichannel, but 94% report barriers to execution, leaving consumers wanting.
Marketers face an enormous challenge to meet customers' ever-increasing expectations today. The key is learnign to evolve with your customers.
There's nothing so personalized, so one-to-one, as the in-person customer experience. Or is there? Just ask J.Hilburn.
Food chains like H.E.B. and Trader Joe's do it right, healthcare companies like Coventry Health and Empire BlueCross BlueShield don't.
User-initiated cost-per-engagement ad units are not only consumer-friendly, but also can help marketers determine actual interactions with display ads.
Marketers who focus too heavily on measuring at the granular level may miss insight only obtainable when looking at the big picture.
As consumers increasingly adopt technologies in their daily lives, marketers respond by harnessing those tools for customer interactions and communications.
Company of the Week
SK&A is a leading provider of U.S. healthcare information solutions and databases. As part of IMS Health, SK&A researches and maintains contact and profiling data for over 2 million healthcare providers, including 800,000+ prescribers. SK&A's data supports research and marketing initiatives for life sciences, medical device, managed healthcare, direct marketing, publishing, education and more. SK&A's proprietary databases are telephone-verified twice per year from its world class Research Centers. SK&A enables multi-channel marketing and sets the standard for data quality and reliability. SK&A's customers include many of America's most recognized healthcare, publishing and pharmaceutical institutions.
SK&A is a leading provider of U.S. healthcare information solutions and databases. As ...