Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity


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.

What 1000 Consumers Say About Bad Customer Service


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.

Why Healthcare Organizations Should Focus on the Consumer


The patient is a consumer. What strategies can healthcare organizations implement to make sure their brand is trustworthy and that their brand reputation is positive for the consumer? . The Internet is one of the reasons healthcare is becoming more consumer focused.

Consumer Brands NPS® Benchmarks


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.

NPS 17

A Guide to the Consumer Rights Act 2015

Helen Dewdney

The Consumer Rights Act 2015. This Act comes into force from 1st October 2015, when the following Acts will be repealed/amended: Supply of Goods (Implied Terms) Act 1973 will cover business to business contracts and consumer to consumer contracts only. Sale of Goods Act 1979/ Sale and Supply of Goods Act 1994 will still apply to business to business contracts and to consumer to consumer contracts.

4 examples of direct-to-consumer initiatives—and what you can learn from them

Vision Critical

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.

Super Bowl Impact on Consumer Spending

QuestionPro Audience

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

Guest Post: The Expanding Digital Divide Between Consumers And Retailers

ICC Decision Services

Consumers want it all … but just how much can retailers deliver? The new retail reality is a growing digital divide between what today's smartphone wielding consumers expect, and what most retailers can deliver.

Happiness Affects How Consumers View Companies

Experience Matters

I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

The Changing Pattern of Consumer Communications

Experience Matters

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

Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli

Vision Critical

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. I believe that the work I do as a consumer insights specialist helps Price Chopper succeed.

Driverless Cars: Are Consumers Ready?

QuestionPro Audience

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.

Magic Mirror Reflects Major Innovation for the Connected Consumer


The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein. As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head.

Magic Mirror Reflects Major Innovation for the Connected Consumer


Visit me on the web at More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting.

3 Truthful Behaviours of Millennial Consumers

Michel Falcon Experience

I’d guess yes.Has your company formally strategized and developed a way to attract the millennial consumer? The post 3 Truthful Behaviours of Millennial Consumers appeared first on Michel Falcon Customer and Employee Experience Expert

How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

While failure to address the changing consumer needs can put your business at risk. Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever.

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally


This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. So, according to our study, digital consumers are less loyal than consumers of more traditional channels.

Survata Ad Study Shows Platform Weakness with Young Consumers


As covered by MediaPost and MarketingDive , Survata recently released a study showing which ad platforms rank highly for trust, relevancy, buying, and discovery by consumers. Trust: Which platform are consumers most likely to trust? Consumer Behavior Public Opinion

Consumer Good Unclear in CVS/Aetna Merger

Forrester's Customer Insights

In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensure benefit not just to the corporations, but to the consumers. CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In healthcare deals, […].

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Customer Bliss

Start developing consumer insights: why did you leave and how can we earn their trust back? Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.”

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

Gone are the days when we didn’t need to worry about using social media for customer support. But today, it’s not even a question. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand.

Full steam ahead to a better consumer deal for Rail passengers

Helen Dewdney

It’s good news for rail passengers today, as their rights are boosted by the Consumer Rights Act, giving a much better deal on compensation for delays, cancellations and overcrowding. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Press release.

A third of consumers would rather clean a toilet than talk to customer service


An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. From the study, 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service. The post A third of consumers would rather clean a toilet than talk to customer service appeared first on Maru/Syngro.

Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations


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(!),

It's Here! Forrester's Consumer Privacy Segmentation

Forrester's Customer Insights

For over a year now, I and several colleagues on our Technographics and Data teams have been working on a completely new way to understand consumers' complex feelings about privacy and personal data. We've been researching consumer privacy for a while now, but we wanted to bring it to life, and to provide our clients a way to assess their own customers' privacy sensitivities in order to best understand how to apply the frameworks we've developed over time.

The Pressure From Values-Driven Consumers Continues To Build

Forrester's Customer Insights

There’s a new urgency in the marketplace: to appeal to values-driven consumers. Consumers only care about the cheapest products,” skeptics told us. When Forrester first started discussing the importance of corporate values many years ago, we were met with both support and skepticism.

The Complaining Cow releases new edition of bestselling consumer rights guide

Helen Dewdney

Third edition of the popular book – Now updated for Consumer Rights Act 2015. Helen Dewdney, The Complaining Cow consumer campaigner and blogger at has rewritten her Amazon bestseller “How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!” to reflect the latest changes in consumer law. The Consumer Rights Act 2015 comes into force on the 1 st October 2015. Press release.

The Churn of the Digital Consumer


It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between the human and digital customer experience.

The 4 Powerful Emotions of Consumer Marketing

Joe Rawlinson

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. Today’s consumer has a shorter attention span and will move on to the next thing in five seconds or less, so companies use humor to engage them the moment an ad begins.

What did the EU do for consumer law?

Helen Dewdney

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. So what do we have consumer law related and what is likely to happen to them? The Consumer Rights Directive 2013 . Consumer Protection from Unfair Trading (Amendment) Regulations.

What Causes Consumers To Keep Using Your App? Three Key App Features Stand Out


Perhaps not surprisingly, we found that apps generate varying levels of engagement simply due to the type of app they are: Consumers access gaming apps more frequently than they access travel apps, for example. Consumer Mobile Activities.

The Evolution Of Consumer Attitudes On Privacy

Forrester's Customer Insights

However, by using our Forrester''s Technographics 360 methodology, which blends multiple qualitative and quantitative data sources, we found that attitudes on privacy are evolving: Consumers are beginning to shift from a state of apathy and resignation to caution and empowerment.

Consumer champion says “Know your EU rights”

Helen Dewdney

Press release: Consumer champion says “Know your EU rights” As a nation the British aren’t very good at complaining. The Consumer Rights Act , introduced on the 1 st October, consolidated a number of Acts and introduced cover for digital goods, but with so few people currently knowing and using their legal rights the numbers complaining might decrease still further. 1) The Directive on Consumer Rights (2011/83/EC) [ 4] .

5 ways you can prepare today for the consumer of tomorrow


Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. From tablets to wearable tech, consumers now use an average of five connected devices to research, compare and purchase products.

Consumer vs. Corporate Perception – A Clear Disconnect

Brad Cleveland

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations.

A guide to credit cards and the Consumer Credit Act 1974

Helen Dewdney

You have a right to be refunded if you make a claim within 6 years (5 in Scotland) using Section 75A of the Consumer Credit Act 1974. However under Section 75 Consumer Credit Act 1979, the purchaser loses this legal protection if the card payment is processed via PayPal.

Do consumers who spend more get better service?

Service Untitled

International Day of Older Persons: Treat older customers properly & fairly, says consumer campaigner The Complaining Cow

Helen Dewdney

But frequently older persons are more vulnerable to being fobbed off by big companies when it comes to consumer rights such as being mis-sold or not gaining redress when they are entitled. These, and all traders and service providers, have to abide by consumer law. Press Release.

Forbes and Wired Change Consumer Perceptions of Ad Blocking


1) The media coverage of this experiment could increase awareness and usage of ad blocking software ( our data does show an uptick in consumer awareness ). We asked consumers about ad blocking in November last year, and again last month. Consumer Behavior Tech Ad Blocking Trends

The Consumer to Contributor Continuum (Part One)

Up Your Service

The Consumer to Contributor Continuum. People who live in developed societies are routinely referred to as “consumers.” Consumer” is a synonym for “customer” or “shopper”. And in these terms being a consumer doesn’t seem objectionable.