Netflix is this year’s brand loyalty leader, rising 11 spots from last year’s results to take the mantle from Amazon.
Coupons are by far the most appealing feature in a mobile ad, cited by 72% of expectant women and mothers with children up to 8 years old.
Almost 9 in 10 consumers want more meaningful relationships with brands, yet fewer than 1 in 5 believe brands are delivering on that wish.
Comcast had the lowest customer service rating of the 233 companies measured, while USAA took the top spot for the second consecutive year.
86% of consumers who reported being very satisfied with their most recent customer service interaction with a company were likely to repurchase.
Customer satisfaction with social media sites has dipped by 1.4% year-over-year to a score of 69 on a 100-point scale.
Companies increasingly value customer conversations through online and offline media, and 40% engage customers in conversations about their brands or sectors, double the proportion who did so 2010.
Customer Experience Ratings By Channel [CHART]Rate this post via marketingcharts.com Executives working at companies involved in e-commerce or e-business are more likely to say that the quality of their company’s customer experience is good in physical stores than online, per a [download page] study released in June 2012 by Econsultancy in association with Tealeaf. 53% […]
Attitudes By eShoppers Toward Retailers With Convenient Returns [CHART]Rate this post via emarketer.com A clear, lenient return policy can go a long way in building good will with customers who don’t want to feel penalized for returning items. Almost half of shoppers would shop more often with a retailer with a clear return policy, and […]