Kerry Bodine

OCTOBER 1, 2021

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. The post New Study Shows Major Disconnect Between Companies And Customers appeared first on Bodine & Co.

Study 227

Study Company CRM Consumers 227

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. If you prefer to listen rather than read: Marketing Deep Dives by Denyse Top 2025 Consumer Trends For CPG 1.

Trends 166

Trends Consumers Strategy Case Study 166

InMoment XI

MAY 18, 2023

The New Vehicle Customer Study, eNVy Awards, recognize 2022 model year vehicles consumer rated on comfort, quality, performance, safety, and ownership cost.The study data is used by global automotive companies and automotive suppliers. Want Access to the eNVy Award Study? Clair , our syndicated research lead.

Study 195

Study Automotive Sports Roadmap 195

InMoment XI

NOVEMBER 16, 2023

This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst leveraging productivity studies and insights to make informed investment decisions. These elements influence how businesses operate and make decisions.

Healthcare 447

Healthcare Culture Travel ROI 447

QuestionPro Audience

AUGUST 10, 2020

Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Embed the research questionnaire to your website.

Tips 352

Tips Gamification Marketing Social Media 352

IntouchInsight

SEPTEMBER 5, 2023

A recent survey of 1,894 everyday consumers across North America revealed that 74% of customers feel technology has made dining at restaurants more convenient. As we prepare for the release of our 23rd Annual Drive-Thru Study , we wanted to look at how some innovative drive-thru locations are performing compared to their counterparts.

Study 317

Study Innovation Survey Consumers 317

Experience Matters

NOVEMBER 29, 2018

In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. employees to select which of eight job characteristics they felt was the most important.

Study 318

Study Consumers Employee Engagement Engagement 318

InMoment XI

OCTOBER 12, 2022

In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. As technology advances and the customer experience evolves, consumers expect more and more from your brand. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience.

System 370

System Chatbots Fashion Study 370

Comm100

FEBRUARY 19, 2021

Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this. As a result of this brand strategy, many consumers now unconsciously treat, and judge, companies on the same level as they would an individual. On top of this, consumers can also anthropomorphize brands.

Customer Experience 334

Customer Experience Consumers Study Brands 334

ECXO

JUNE 19, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

Meeting 284

Meeting Report Trends Study 284

QuestionPro Audience

JANUARY 3, 2018

Today, 77% of Americans own smartphones and a recent Global Traveler study found that one in three travelers now books on a mobile device. Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. .

Travel 294

Travel Airlines Consumers Loyalty 294

Customer Bliss

AUGUST 29, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Consumers are attracted to companies who honor them.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

eglobalis

NOVEMBER 5, 2024

The End of Business as Usual – Forecasting the Disruption of Traditional Business Models In The End of Business as Usual , Solis explores how “connected consumers” are reshaping conventional business models, stressing the importance of customer-centric strategies. What’s the Future of Business?

Leadership 391

Leadership Innovation Social Media Trends 391

C3Centricity

MARCH 12, 2024

Because consumer behaviour has evolved. Today’s consumers are inundated with choices and information, making them more selective about where they direct their attention and loyalty. A study by Epsilon found that 80% of consumers are more likely to purchase a brand that provides personalized experiences.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. Notice that this sample map is for “Jane,” a consumer looking for a health plan. Developing (58%): “seeing some signs of CX improvement.”. purchasing). .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Kayako

AUGUST 12, 2022

What consumers really want is personalization in the customer service experience. Personalization matters for customer satisfaction, retention, and loyalty: 80% of consumers are more likely to buy from a company that provides a tailored experience. 66% of consumers expect brands to understand their individual needs.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Experience Matters

FEBRUARY 28, 2019

” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.”

Feedback 265

Feedback Engagement Employee Engagement Study 265

C3Centricity

APRIL 9, 2024

It involves understanding the needs, desires, and behaviours of your customers/consumers/clients (C³ – now you know where our company name comes from!) A study by Gartner highlighted that 77% of B2B buyers stated their latest purchase was very complex or difficult. and then composing messages that resonate with them.

B2C 296

B2C B2B Strategy Marketing 296

Experience Matters

DECEMBER 10, 2018

We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX).

Study 265

Study Consumers Connections Customer Experience 265

InMoment XI

AUGUST 22, 2024

Key Insights from the Study Accessibility to Live Support : 70% of customers struggle to reach a live representative, with 39.6% The consumer market is evolving – as an example, GenZ is looking for a more self-service, seamless solution – if you aren’t leveraging data to evolve those experiences, you are missing out.

Consumers 150

Consumers Self Service First Call Resolution Omni-Channel 150

eglobalis

OCTOBER 21, 2024

Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. While time-consuming, the benefits of solving the problem publicly often outweigh the risks of ignoring it. Managing ongoing conversations, particularly for a large organization, can consume significant resources.

Social Media 418

Social Media Feedback Engagement Company 418

InMoment XI

JULY 20, 2022

1: The Future Role of Consumer Trust. Though this has been slower to develop on the employee side, changes in consumer and marketing dynamics have resulted in significantly increased focus on how emotions shape, and are shaped by, experience. Check out these must-read articles! Tell me more. #7:

Brands 370

Brands B2C B2B Financial 370

InMoment XI

OCTOBER 24, 2022

Survey methodology, on the other hand, is the study of survey methods. Essentially, survey methodology studies sampling techniques and practices and determines the accuracy, so researchers of all kinds can improve their methods and get more accurate results. Survey methods are how you get data.

Survey 370

Survey Analysis Study Data 370

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

Lumoa

MARCH 9, 2023

Studies have revealed that we tend to gravitate toward individuals who share similar qualities as ourselves. Additionally, studies have shown that customers who believe their needs are being understood and responded to in a timely manner are more likely to make repeat purchases from a business.

Customer Experience 397

Customer Experience Social Media Customers Video 397

Kayako

MAY 4, 2022

On the flip side, IBM studies show that posts from happy customers sharing their CX experience on social media are more influential for brand reputation than paid advertising. 43% of all consumers would pay more for convenience, and 42% will pay for a friendly, welcoming experience. Time-consuming internal reporting to close cases.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

InMoment XI

MAY 10, 2022

Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product. While this may be true in some markets, many consumers are willing to pay more if they feel the price matches the product’s quality. A loyal customer is valuable to retailers in a multitude of ways.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

C3Centricity

APRIL 23, 2024

However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

ROI 296

ROI Marketing Social Media How To 296

C3Centricity

FEBRUARY 13, 2024

Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. A study by Bain & Company revealed that companies embracing lean management and continuous improvement techniques saw a 20% increase in customer satisfaction and a 35% growth in financial performance.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally? Does reputation affect consumer choices?

Consumers 116

Consumers Report Multi-Channel Data 116

C3Centricity

AUGUST 17, 2020

Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. 89% of consumers have stopped doing business with a company after experiencing poor customer service. You can see the individual country breakdowns at Statista. CEI Survey. Bain & Co.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

Experience Investigators by 360Connext

JUNE 8, 2021

In one study by Concentric , 99% of leaders reported doing some kind of forecasting. It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271