J.D. Power's latest ranking finds DIY customers are looking for confidence that they're "buying the right thing."
Independent agency NP Digital next week will release its 2024 Retail Reveal Report showing loyalty has become more of a focus, especially for the women who lead these companies. Some 40% of women
respondents believe brand loyalty is a top priority vs. 34% of men.
YouTube TV is #1 in satisfaction among live streaming services, followed by Hulu + Live TV, according to a J.D. Power survey.
Consumers also complain that too few messages are highly personalized, CCW Digital reports.
Prime Video surpasses Disney+, which lost ground after ranking #1 last year.
Most companies have difficulty automating the customer experience, Jitterbit reports.
Most companies are taking too long. And many are not making full use of email personalization, Conversica reports.
Email is the top channel for communicating with customers. But don't include GIFs, Front and ignite80 warn.
About 75% of customers said chatbots do not handle complex questions well, while more than half struggled to find alternate resolutions to a problem with chatbots and were often unable to connect
with an agent even after exhausting the chatbot's responses.
Many customer engagement leaders at banks said re-engaging customers has become more difficult than engaging new customers.
To better serve patient and customer needs, GSK needed to move beyond measuring simple social metrics like engagement. It needed genuine social intelligence and analytics that could deepen the brand's
understanding of how and why people needed and engaged with their brands. GSK's Analytics Manager, US & North American Social Intelligence Lead, Danny Gardner, explains how the company brought this
capability in-house, set up analytics that matter, and then democratized that insight so individual brand managers could use it.
Through a combination of app and loyalty program usage along with local events, Fazoli's is crafting a data strategy that funnels local intelligence back to franchisees and managers so they can
interact with customers in more personalized ways. At MediaPost's Brand Insider Summit QSR, Fazoli's Senior Manager/Brand Marketing, Erin Stevens, shares how cross-functional teams across the
organization use this data to test and learn new engagement tactics as well as inform individual outlets how to better serve customers.
The soft-serve shop 16 Handles has always been about the on-premise experience of personally personalizing customer desserts. It is a case study in building in-person delight. But as the company has
moved into delivery and on-app ordering it has been challenged to digitize the experiential dimension of the brand across channels. The Founder and CEO of 16 Handles, Solomon Coi, shares how the brand
thinks about making WOW omnichannel.
As inflation drove up costs and pricing, the Checkers brands felt it was leaving a core value-driven customer behind. Instead of overall discounting, the brand leveraged its CDP to identify and
specifically message this segment with highly targeted discounts to motivate purchasing. Barry shares how they modeled this often elusive cash-based clientele and created tightly localized
cross-channel media to drive bargains to the ones who needed them most.
Amid the changes in media and technology, marketing executives are looking to expand their production or sponsorship of original content.
More than half of consumers say they have been frustrated when they couldn't reply to a message sent by a brand.
Developers at Qualtrics XM believe they have developed a process to tie the digital experience to the company's bottom line.
More U.S. shoppers relate to the brand than the purchase, customer service or the relationship, Havas CX reports. Who are the winners?
Consumers "don't seem to trust brands" to make product discovery easier, Merkle found in a survey.
Most firms are active in two or more social shops, although they face challenges, Forrester and Emplifi report.
The all-stock transaction, valued at around $4 billion, will help Zendesk hit sales of $3.5 billion in 2024, it says.
Merkle sees marketers struggling to maintain compliance and ensure a safe way to collect first-party data, identify customers, and use that data to power experiences.
Digital use has risen due to the COVID-19 crisis, and consumers like email because it is convenient and reliable, the CMO Council reports.
Do we really need another cleaning product? In an industry that's already over saturated, is their an opportunity for a new company to survive? That's the challenge Alex Reed faced when he and his
co-founder, Jon Bostock, launched their D2C cleaning subscription service, Truman's, in February 2019. In such a cluttered market they needed to find their voice and that's exactly what they did.
While the bond between people and food will never change, people's relationship with restaurants has. It depends on whether or not they use a food delivery app.
Findings from a consumer survey indicate brands need to be mindful of social media channels in their customer-service operations.
Amplifon needed a service to help its customers get comfortable with their hearing aids, learn how to use them quickly and simply and get the maximum benefit to ensure continued use.
"One datapoint I find interesting is how often people go back to the email; 51% come back three or more times. We see this in real time."
The Farmer's Dog knows a great deal about each individual dog and can capitalize on that knowledge by suggesting subscriptions, and it can use relevant messaging even to those who haven't subscribed.
In real time, still so much of what the company can do is trigger based and often creates an opportunity but then the actual message is highly personalized based on that audience.