2020 Research

OCTOBER 30, 2023

Here we explore nine strategies that will allow brands to leverage this trend and engage with their audience in a way that is both authentic and compelling. Interactive and Nostalgic Campaigns : Design campaigns that encourage adults to engage with the brand through playful experiences.

Trends 52

Trends Brands Transportation Comparison 52

BirdEye

MARCH 11, 2024

Hashtags are more than just a trend; they are a vital tool for businesses aiming to boost their online presence and engage their target audience effectively. Hashtags for business are keywords or phrases preceded by the hash symbol (#) used on social media platforms to categorize content, enhance discoverability, and engage with audiences.

Social Media 72

Social Media Trends Analytics Connections 72

Comm100

MAY 19, 2020

To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

West Monroe

APRIL 19, 2023

West Monroe’s recent signature research reports, Be Digital and Building a Digital Organization, highlighted how consumers, leaders, and organizations are embracing digital—and what that means for employee engagement and business outcomes. This revealed an increased focus on making smart, informed, and fast decisions.

Software 52

Software ROI Report Infographics 52

Retently

JULY 11, 2018

However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way. Don’t forget – 89% of consumers get frustrated when they have to keep repeating their problems to numerous representatives.

NPS 81

NPS Net Promoter Score CEM Social Media 81

SurveySparrow

APRIL 23, 2023

Survey forms can be a valuable tool for both lead generation and demand generation. By collecting information from potential leads and customers, survey forms can provide insights into their needs, pain points, and preferences. How does SurveySparrow help with lead gen and demand gen? Sign up to try SurveySparrow for free.

B2B 52

B2B Marketing Social Media Advertising 52

ProProfs Chat

DECEMBER 21, 2020

In fact, 47% of consumers end up switching to a different brand due to bad customer service. Where have your sales and marketing strategies failed to keep customers engaged with the brand? Post-chat survey feedback. How about adding an exit survey that pops up when a customer is about to abandon your website?

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

NobelBiz

AUGUST 24, 2020

A new report determined that American consumers overwhelmingly approve of interacting with brands over social media. Back in December we saw just how much phone call spam American consumers receive and then we saw just how bad that got during the pandemic. Original Infographic: Source of this infographic. Let’s see more!

Social Media 52

Social Media Brands Customer Engagement Engagement 52

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). These are the most shared marketing infographics of 2017. What was new for last year is that many marketing infographics that were shared were actually about content marketing. We all know how extremely demanding consumers have become.

Brands 208

Brands Strategy Customer Journeys Infographics 208

Michelli Experience

JULY 13, 2016

So should you invest money in programs designed to improve the engagement and loyalty of your customers? Forrester has developed an annual benchmarking survey which they call the Forrester Customer Experience Index. The survey looks at three key elements of customer experience excellence. Offers Ease.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

Retently

AUGUST 26, 2019

Moreover, according to data , 90% of consumers check online reviews before doing business with a company. Besides that, research shows that highly-engaged customers will make purchases 90% more frequently, and they will also spend 60% more money per transaction. Use Customer Feedback Surveys. Improve Customer Loyalty.

Feedback 87

Feedback Social Media Effort Score Net Promoter Score 87

Hallmark Business Connections

FEBRUARY 4, 2021

Plus, consumers appreciate getting a handwritten note in the mail more than receiving the same sentiment via text. That’s where following a few techniques for developing engaging direct mail advertising comes into play. Which webpages, case studies, infographics, and blog posts continuously generate interest, sales, or new customers?

Marketing 58

Marketing Advertising Gamification Infographics 58

Confirmit

JANUARY 16, 2020

8 top tips from Confirmit for great survey experience (and LOTS of responses!). This infographic explains how responsive design contributes to a better survey experience. Here’s a preview of some of the tops tips: Mobile is Key, so your survey content must work seamlessly across all devices. b) Create from scratch.

Tips 52

Tips Survey Infographics Study 52

Verint

MARCH 22, 2018

I love to see new stats and research about the future of customer engagement. Today, we released a large-scale study of more than 36,000 consumers across 18 countries that challenges all of us to think about how we can deliver a customer experience that will truly engage customers from today into 2030 and beyond.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. To build trust, engagement, and loyalty, financial institutions need to provide clients with the right content. They need tailored solutions to their problems.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

ReviewTrackers

APRIL 4, 2019

Let’s check out some insurance SEO statistics: 92 percent of search users and consumers choose a business that appears on the first page of search results. These include insurance review sites like Yelp, Clearsurance, Supermoney, Wallethub, Consumer Affairs, and Better Business Bureau. The 2018 Online Reviews Survey revealed that 61.7

Insurance 93

Insurance Social Media Policies Infographics 93

NetBase

JULY 24, 2019

Access to digital data makes this a much easier to accomplish in theory – but with so many new competitors entering the game every day, any intelligence effort can quickly become time consuming. These extremes point to the best opportunities to borrow great ideas or solve consumer problems in a way competitors aren’t.

Social Media 78

Social Media Analysis Tools Effort Score 78

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. We shared these insights in our infographic below: Are these challenges still relevant today?

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

SurveySparrow

MAY 29, 2020

Infographics. Do an audience survey. Use SurveySparrow to send them a survey where you ask them these questions to find out if your efforts to develop a brand voice has borne fruit among your audience. Once you are done with the survey, share it with your customers and the public on social media. Blog posts. White paper.

Brands 52

Brands How To Social Media Guidelines 52

Qualtrics

NOVEMBER 30, 2020

ecommerce shopping has changed the retail landscape as more and more consumers are looking for convenience, variety, and competitive pricing. As consumers turn to online shopping, their expectations for customer experience also continue to rise. consumers say companies provide a good customer experience.

Ecommerce 42

Ecommerce Customer Experience Net Promoter Score e-support 42

SmartMessage Blog

APRIL 27, 2023

Business efforts to satisfy consumers are referred to by the abbreviation “B2C” (Business to Consumer). Although it has a lot in common with consumer marketing activities, it differs in terms of targeted personas, strategy, and tactics. will strengthen the company’s position.

B2B 40

B2B Marketing B2C e-support 40

SurveySparrow

JULY 31, 2020

You cannot show them chunks of text one after the other hoping that they will consume it with full dedication and listen with rapt attention. It could be presented in the form of infographics, videos, pictures, etc. Trainers can use these tools to keep the students engaged. Your voice should be engaging enough to do that.

Training 52

Training How To Groups Video 52

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Ecrion

FEBRUARY 3, 2021

Find out How to Get Customers with Branding and Customer Engagement. Find out in our Customer Service Statistics Infographic. In a world where most consumers turn to online reviews before dealing with a company, you need to manage your reputation carefully. Lacking Emotional Investment. Ignoring Negative Customer Feedback.

Customer Experience 52

Customer Experience How To Customer Journeys Feedback 52

Eptica

MARCH 31, 2017

Little wonder that 69% of retail CEOs surveyed by PwC said that they were investing in digital customer service technology, helping them deliver the personalised, seamless experience that consumers demand. The topline results highlight a gap between reality and consumer expectations. Consumers are also left unhappy.

Retail 48

Retail Customer Experience Social Media Self Service 48

Magellan Solutions

SEPTEMBER 28, 2017

You probably know by now that B2B lead generation methods differ slightly from B2C lead generation methods, owing to the differences between individual consumers and companies. It leads to more customer engagement. And higher engagement rates lead to more conversions and a healthier bottom line.

B2B 60

B2B Strategy Marketing B2C 60

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically.

Self Service 48

Self Service Brands Social Media Contact Center 48

CustomerSuccessBox

JUNE 27, 2022

Your CS team may engage in up-and cross-selling depending on the size and nature of your business. The personnel who probably have the most contact with your customers are now in possession of sales sheets, infographics, scripts, sales workflows, case studies, and every other piece of content that aids in closing sales.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Customers 52

SurveyGizmo

AUGUST 31, 2017

That’s why we opened up the conversation to consumer behavior expert Pam Goodfellow, Principal Analyst at Prosper Insights & Analytics. . RELATED : Check out our most recent infographic to learn more about the 2017 NPS Leaders by Industry.]. Bain & Company, Inc., and Fred Reichheld. MF: How reliable is NPS?

NPS 66

NPS Net Promoter Score Industry Infographics 66

Eptica

DECEMBER 11, 2015

By contrast American shoppers are aiming to spend £250 ($382) according to the survey. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US. billion was spent on the day itself.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

DECEMBER 4, 2015

But getting it right isn’t easy – the internet has greatly increased competition, putting pressure on prices, while consumer demands are ever increasing. To see how retailers are coping with these pressures, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers.

Retail 48

Retail Customer Service Social Media Contact Center 48

Customer Enthusiast

MAY 12, 2017

A recent study by Springboard Retail revealed that 68 percent of survey respondents said they are likely or very likely to revisit a clothing store due to a personalized experience. Below is an infographic that summarizes the results of the study: Don’t settle for ordinary. custexp @AAOinfo pic.twitter.com/m2Tua0FRZw.

Retail 56

Retail Infographics Study Survey 56

Eptica

APRIL 29, 2016

Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Falling behind on the web In 2015 insurance was the bottom of ten sectors surveyed when it came to providing answers online. Yet the majority of insurers are not dedicating sufficient resources to chat.

Insurance 48

Insurance Connections Customer Service Self Service 48

ChurnZero

FEBRUARY 23, 2021

To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores. It’s time consuming. What’s the level of engagement? Read the blog with key takeaways (plus infographic).

Metrics 80

Metrics ROI Customer Success System 80

Comm100

OCTOBER 13, 2022

Looking at the preferences of today’s Gen Z students, it’s easy to see why live chat is so popular: 75% of Gen Z surveyed say they expect to solve complex problems by speaking to one person. 73% of consumers surveyed agree that live chat is the most satisfactory method for communicating with a company.

Strategy 197

Strategy Chatbots Social Media Omni-Channel 197

Lumoa

SEPTEMBER 21, 2017

You are probably thinking to send the survey right away and just wait for the results. Now, consumers are overloaded with surveys and content from businesses more than ever. The typical customer survey response rate is often below 2%. Often companies send out NPS surveys right after a customer has ordered a product.

NPS 182

NPS Survey Net Promoter Score Multi-Channel 182

Help Scout

NOVEMBER 28, 2018

From 2012 to 2016, the number of consumers using live chat increased by 50%. Download the Live Chat Infographic Find out what customers think of chat support, by the numbers. Increase customer engagement. With increased customer engagement comes a chance to make a good impression and give them a reason to stick around.

Customer Service 40

Customer Service Self Service Knowledge Base Infographics 40