INDUSTRY INSIGHTS YOUR PEERS ARE READING
I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? MORE
Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. The statistics support this too: 59% of consumers like to tell others about new products. CONTENTS. MORE
Business Customer Engagement Customer Experience Customer Service Guest Post Infographic Mobile commerce Mobile Consumer Mobile dataInfographic originally published to VoucherCloud.com & design by Maureen Sanford. MORE
The post How Healthcare is Embracing the Digitally-Empowered Consumer appeared first on SmarterCX. The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information. MORE
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare. MORE
Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Now that the diet trend has shifted to low carb/protein, Special K is losing traction with consumers. The U.S. MORE
Automotive Emerging Technologies Study , only 1 out of every 5 consumers was interested in a fully autonomous vehicle. Only 1 out of every 5 consumers was interested in a fully autonomous vehicle. The past few years have been a whirlwind for the autonomous automotive industry. MORE
It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. In the age of the internet, where consumers have more options than ever, how are they making their purchasing decisions when car shopping? MORE
Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. consumers say they have purchased something more expensive than they planned to because of personalized service. . Personalization leads to loyalty: 44% of consumers say they will likely repeat after a personalized shopping experience. Positive customer experiences with a brand will influence 77% of consumers to return. MORE
The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. As consumers focus on more health-friendly options, smart bun brands are altering their strategies to keep up with the changing market. MORE
And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights MORE
In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. Audience consumer interaction fast food Social Media MORE
Beyond using a phone for Apple Pay or Android Pay, consumers will increasingly use their smartwatches to complete transactions, with new entrants like Fitbit getting in on the NFC payments scheme. Direct-to-consumer. MORE
consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience MORE
I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!), MORE
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.” MORE
We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. Which makes sense, due to high employment rates and consumer confidence, which just hit an 18-year high. MORE
There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. People turn to them for advice, tips, and recommendations regarding consumer products. MORE
According to a study conducted by HSBC , 59% of consumers said they’d never heard of blockchain technology, and 80% of those who had heard of it didn’t understand what it is. Never fear—we’re going to break it down for you while we explore 4 ways consumers will benefit from Blockchain. MORE
The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another. MORE
Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. MORE
the weather has a huge influence on consumer behavior, and the effects are much more extensive than the obvious rain boot and snow shovel examples. PURCHASE PRICE Whether it’s sunshine, temperature, rain or snow, weather influences consumers’ moods. MORE
Or why Starbucks is leading the fast food consumer brands NPS chart? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge. MORE
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. We decided to dig deeper into one of those interactions, researching a health plan. MORE
Can your contact center keep up with changing consumer demands? The 2018 survey reveals that use of digital channels is higher than phone – however use of “automated assistants” or chatbots by consumers for recent service interactions is still limited at only 8% globally. MORE
The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. A smaller group of consumers – 42 percent – will make a purchase within a day. The survey also revealed that 44 percent of consumers used Yelp. MORE
Consumers must take time from their personal schedules (losing work time, etc.) End consumers are less tolerant of sub-par service and much more likely to churn based on a single bad experience. MORE
There’s nothing better than finding consumers who are wild for your brand. When you understand how consumers perceive your product, you can more accurately identify and compare yourself to competitors. These audiences aren’t always obvious, however. MORE
These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. consumers. We’ve been publishing the Temkin Ratings for five years. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. You can view a sortable list of results on the Temkin Ratings website. MORE
January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. Audience Mobile consumer behavior consumer insights MORE
And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights Super Bowl MORE
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®. Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security. MORE
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.” MORE
In 1993, two psychologists undertook a now-famous experiment into the impact of ‘atmospherics’ upon consumer purchasing behaviors. The only question is, what happens to all these atmospheric designs when consumers stop shopping in store and start shopping on their mobile devices? MORE
Privacy and security are definitely at the forefront of consumers’ minds in today’s digital era. Brands need to be cognizant of consumers’ feelings about the security of their personal information and online behaviors. MORE
The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could. MORE
Consumers Related Topics QuestionPro Audience
AUGUST 9, 2017
Automotive Emerging Technologies Study , only 1 out of every 5 consumers was interested in a fully autonomous vehicle. Only 1 out of every 5 consumers was interested in a fully autonomous vehicle. The past few years have been a whirlwind for the autonomous automotive industry.
QuestionPro Audience
MARCH 7, 2018
the weather has a huge influence on consumer behavior, and the effects are much more extensive than the obvious rain boot and snow shovel examples. PURCHASE PRICE Whether it’s sunshine, temperature, rain or snow, weather influences consumers’ moods.
QuestionPro Audience
DECEMBER 15, 2017
There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. People turn to them for advice, tips, and recommendations regarding consumer products.
QuestionPro Audience
FEBRUARY 21, 2018
According to a study conducted by HSBC , 59% of consumers said they’d never heard of blockchain technology, and 80% of those who had heard of it didn’t understand what it is. Never fear—we’re going to break it down for you while we explore 4 ways consumers will benefit from Blockchain.
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AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? up everywhere in consumers’ daily lives. whether consumers will adapt to using AI, or whether they. consumers view as beneficial. most consumers.
QuestionPro Audience
JANUARY 31, 2018
And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights
Michelli Experience
MARCH 3, 2017
Business Customer Engagement Customer Experience Customer Service Guest Post Infographic Mobile commerce Mobile Consumer Mobile dataInfographic originally published to VoucherCloud.com & design by Maureen Sanford.
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QuestionPro Audience
NOVEMBER 7, 2018
Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Now that the diet trend has shifted to low carb/protein, Special K is losing traction with consumers. The U.S.
QuestionPro Audience
JANUARY 31, 2018
And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Audience Mobile Trending consumer behavior consumer insights Super Bowl
CustomerGauge
JULY 27, 2017
Or why Starbucks is leading the fast food consumer brands NPS chart? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge.
QuestionPro Audience
DECEMBER 21, 2017
January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. Audience Mobile consumer behavior consumer insights
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healthcare) to 65% (consumer electronics). A global consumer goods manufacturer has deployed. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.
Experience Matters
JULY 21, 2017
I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?
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QuestionPro Audience
AUGUST 3, 2018
It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. In the age of the internet, where consumers have more options than ever, how are they making their purchasing decisions when car shopping?
ReviewTrackers
DECEMBER 7, 2018
The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. A smaller group of consumers – 42 percent – will make a purchase within a day. The survey also revealed that 44 percent of consumers used Yelp.
Experience Matters
OCTOBER 27, 2016
consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience
Smarter CX
SEPTEMBER 11, 2018
The post How Healthcare is Embracing the Digitally-Empowered Consumer appeared first on SmarterCX. The last few years have seen a proliferation of digital health tools including apps and wearables. “Doctor” Google is often a first port of call when looking for health information.
Advertisement
Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.
C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare.
360Connext
DECEMBER 17, 2014
Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting.
QuestionPro Audience
OCTOBER 24, 2018
We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. Which makes sense, due to high employment rates and consumer confidence, which just hit an 18-year high.
QuestionPro Audience
MARCH 28, 2018
In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. Audience consumer interaction fast food Social Media
Advertisement
to enable businesses and consumers to engage in productive conversations. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer.
QuestionPro Audience
JUNE 21, 2018
The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. As consumers focus on more health-friendly options, smart bun brands are altering their strategies to keep up with the changing market.
inContact
OCTOBER 15, 2018
Can your contact center keep up with changing consumer demands? The 2018 survey reveals that use of digital channels is higher than phone – however use of “automated assistants” or chatbots by consumers for recent service interactions is still limited at only 8% globally.
Kayako
DECEMBER 8, 2016
Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. The statistics support this too: 59% of consumers like to tell others about new products. CONTENTS.
C3Centricity
MAY 22, 2016
The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another.
Advertisement
Eight out of 10 consumers will pay more for a great customer. experience, but 56 percent of consumers still switched service providers in the last year alone. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.
Vision Critical
JULY 14, 2017
The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could.
Vision Critical
MAY 19, 2017
Beyond using a phone for Apple Pay or Android Pay, consumers will increasingly use their smartwatches to complete transactions, with new entrants like Fitbit getting in on the NFC payments scheme. Direct-to-consumer.
TechSee
JULY 31, 2018
Consumers must take time from their personal schedules (losing work time, etc.) End consumers are less tolerant of sub-par service and much more likely to churn based on a single bad experience.
Experience Matters
APRIL 16, 2018
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®. Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security.
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Most consumers can. calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can.
Experience Matters
JULY 22, 2015
These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. consumers. We’ve been publishing the Temkin Ratings for five years. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. You can view a sortable list of results on the Temkin Ratings website.
NetBase
NOVEMBER 7, 2018
There’s nothing better than finding consumers who are wild for your brand. When you understand how consumers perceive your product, you can more accurately identify and compare yourself to competitors. These audiences aren’t always obvious, however.
Ann Michaels and Associates
JULY 31, 2018
Segment surveyed 1,000+ consumers and found the majority of them were less than impressed by the lack of personalization in their shopping experiences. consumers say they have purchased something more expensive than they planned to because of personalized service. . Personalization leads to loyalty: 44% of consumers say they will likely repeat after a personalized shopping experience. Positive customer experiences with a brand will influence 77% of consumers to return.
MaritzCX
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”
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that 59 percent of consumers and. consumer. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
MaritzCX
APRIL 28, 2016
Article published in WardsAuto, April 28, 2016 Author: Steve Finlay / WardsAuto There’s little point in dealers striving for high customer-satisfaction scores unless they financially benefit, an auto-retailing insider once noted. Happy customers alone aren’t strong incentives.”
360Connext
FEBRUARY 23, 2015
I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. The Chicago Auto Show, now in its 107th year(!),
Experience Matters
APRIL 24, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We analyzed the emotional responses across different ages of consumers after that interaction and found that: Consumers who are 44-years-old or younger tend to […]. We decided to dig deeper into one of those interactions, researching a health plan.
Smarter CX
NOVEMBER 23, 2018
In 1993, two psychologists undertook a now-famous experiment into the impact of ‘atmospherics’ upon consumer purchasing behaviors. The only question is, what happens to all these atmospheric designs when consumers stop shopping in store and start shopping on their mobile devices?
Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert
Join Shep Hyken, bestselling author and Customer Experience expert in a fireside chat, where we will informally discuss the six principles from his bestselling book, "The Convenience Revolution" that underline this shift in consumer preferences.
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