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.
Online shoppers are increasingly taking advantage of live chat options when shopping online, reports UPS in the 5th installment of its 2017 Pulse of the Online Shopper research series. Some 42% see live chat as an important customer service option when shopping online, according to the study.
Econsultancy found that the most common use of data modeling was for attribution, among both client-side marketers and agency professionals worldwide.
Swearing Customers Infographic: This infographic by Marchex illustrates the industries that earn the foulest-mouthed customers.
Customer experience has been tabbed marketers’ most exciting opportunity this year.
Social media was still the top channel respondents used for real-time marketing, cited by 48%.
Voice was the top service channel by customer satisfaction (91%), followed by chat (85%) and help center/web forms (83%).
Internet sites remain the preferred digital channel for shoppers across most phases of the online shopping journey.