Curated Guide to Research
MediaPost's comprehensive guide to current research in the marketplace.
Search results for "customer experience"
- "Subaru's increase this year reflects its consistent focus on safety and reliability," ACSI's Forrest Morgeson tells "Marketing Daily."
- J.D. Power's latest ranking finds DIY customers are looking for confidence that they're "buying the right thing."
- Most brands still face challenges to creativity that AI might help resolve, according to the Braze Customer Engagement Review, a study by Wakefield Research.
- Many firms are coping with siloed data and other issues, Forrester reports in its study titled 2024 State Of B2B Ecommerce Report.
- Surveys are shorter than they were, accommodating the increased use of mobile.
- Havas found that decision makers in the United States, United Kingdom and France have different ideas on the role of customer experience strategies for brands.
- Can generative AI make us better neighbors...and a stronger neighborhood platform? The local connections publisher NextDoor is offering members AI-powered writing tools that nudges them with a Kindness Reminder to help make the online environment more supportive and positive. Nextdoor's Head of AI and VP of Engineering, Qi He, discusses how the publisher is crafting user-facing tools to drive better online experiences and what they have learned along the way
- More younger buyers are choosing luxury vehicles, and they are more satisfied than younger buyers purchasing or leasing mass-market cars, per the study.
- Consumers also complain that too few messages are highly personalized, CCW Digital reports.
- Keeping customers engaged with your brand is a key to future success. A loyalty program is one way to keep customers engaged. Sleep Number's Senior Director of CRM & Loyalty, Lisa Erickson, will share how, even with their long purchase cycle, they're able to build brand love and advocacy with their InnerCircle Rewards Program.
- The direct-to-consumer acquisition landscape is not what it used to be. It's not enough to only focus on how to acquire customers efficiently, brands need to also focus on how to make the most out of the customers they already have. Driving customer retention is key. Adore Me's Channel Marketing Manager, Marina Addams, discusses how her team tackles this through offering customers multiple ways to experience their brand by building three distinct shopping models; Pay As You Go, VIP, and Elite. As a result, Adore Me has successfully catered to specific customer needs while also emphasizing retention and membership.
- Gartner data released Thursday shows the top barriers to the adoption of generative AI in marketing are varied. Unforeseen security threats, and integrations with existing technology follow.
- Prime Video surpasses Disney+, which lost ground after ranking #1 last year.
- Most companies have difficulty automating the customer experience, Jitterbit reports.
- Moves by Google and Microsoft to integrate generative AI into their respective ad businesses will change the way marketers create ad campaigns, and will transform the entire technology ecosystem.
- Some 60% of marketing and sales professionals participating in a CMO Council survey do not co-own data and customer strategies.
- Winterberry Group research aims to provide greater insight into the analytics market, examining and defining the current and future state of marketing analytics, industry challenges and factors for success.
- Email is the top channel for communicating with customers. But don't include GIFs, Front and ignite80 warn.
- Belle Tire's Senior Director of Consumer Engagement Marketing, Christina DeVey, shares details and lessons from the campaign that won MediaPost's EIS Award for Best use of AI and ML. How did they use predictive modeling and analytics to identify and reactivate the right at-risk customers at the right time. And how does that knowledge inform outreach strategies for new customers?
- Delivering a relevant, timely and personalized experience to customers, but how do you do it no matter how many people are on your team? OpenTable's Senior Director of Engagement Marketing, Nikki Snowhite, shares her strategy, tips and tricks on how to make the most of your team, amplify and automate your assets and create internal processes that optimize customer experience. You can watch the entire interview here:
- Personalization can be an email marketers' best friend or worst nightmare. Using data provided directly by a customer can create challenges you may not anticipate. Ally Financial Inc.'s Marketing Director: Email Marketing, Domain Management, and Brand Protection, Donna Lyon, discusses why it's essential to understand your data, where the data came from, and review/test the data within each new campaign to reduce the risk of a poor customer experience.
- A common data model has been critical to Whataburger's radically personalized...and personal...approach to all aspects of the digital experience for customers. Whataburger's Digital & Strategy Director, Keith McLellan, explains how its deep profiles recognizes at all touchpoints who you are, what you like and buy, and how. And perhaps most importantly they know when you stop buying and how long they have to win you back. This level of super-segmentation allows for crafting highly personalized and more emotional appeals, to know who to message, how and especially when, to create a data driven but very human digital conversation.
- 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.
- Reigniting interest in buffet-style dining in the last year has been a challenge across the fast casual category. Cicis is using it as an opportunity to energize the brand and enhance onsite customer experiences around food, entertainment, and restaurant design. Cicis Pizza's CMO, Stephanie Hoppe, shares what they've learned along the way about embracing Cicis' roots, driving adaptability, and cultivating an always-on optimization mindset to power a successful "Endless Pizzabilities" brand relaunch that bets big on experiences fueling Cicis' continued growth.
- Finessing the tension between premium product and value takes imaginative development and optimizing both menus and messaging. In introducing its double burger, A&W focused on weary consumers' craving for indulgence over a simple deal. A&W Restaurants' Senior Director of Marketing, Liz Bazner, shares the company's learnings from balancing premium with value marketing across multiple channels and at local levels.
- Marketers can't afford to wait to get Amazon and retail media right. Here are three steps they need to take now.
- Consumers and marketers differ when it comes to channels, message frequency and general priorities, Emarsys reports.
- The cost of social will rise the most, according to Criteo's report - The Advertiser's Guide to New and Emerging Channels in 2023.
- Loyalty members with an emotional bond with a brand are much more likely to become frustrated when there are problems, Kobie Marketing reports.
- But consumers aren't as particular about how they get bad news -- they are equally unhappy with man and machine, Wharton marketing professor Stefano Puntoni writes.
