Customer experience (CX) professionals are interested in learning about all phases of the customer journey, though they appear to de-prioritize the post-purchase stage.
People around the world say that customer experience is a competitive differentiator for brands. But do good or bad experiences reverberate beyond the customers themselves? As it stands, most people will tell someone about a very good or very bad experience.
Most online adults across 5 key countries turn to websites in order to find information about brands and services, while about half rely on recommendations from friends and family, according to a report from Kantar Media. The study indicates that social media is also a popular source of information, though more so in some countries than others.
Most small business owners are self-taught when it comes to marketing and promoting their businesses. And while most do some form of marketing for their businesses, fewer than half consider themselves marketing savvy.
Seven in 10 Americans ages 50 and older own a smartphone, says the AARP in research, and those Americans are most likely to use their devices for messaging.
Reviews continue to be extremely important, as 94% of respondents use the internet multiple times a year to find local businesses, and the majority are more likely to use a business based on positive reviews.
In a reversal from past research consumers are more likely to share good experiences than bad ones.
Eight out of 10 respondents said a search engine was their top choice among a collection of digital and nondigital sources to look up information for local businesses last year.
This infographic from Websitebuilder.org illustrates the facts and importance of online consumer reviews and ratings to a wide variety of businesses.
Live TV remains the single most common place to watch viewers’ new favorite shows, with 34% saying that’s their viewing source.