Value, customer service, product quality and trust are among the core drivers of US consumers’ satisfaction with companies.
Customer satisfaction and retention ranks as the most important driver for launching a branded online community, among both companies that already have launched a community and those that are considering doing so.
Transparent prices and product details most influence enterprise B2B decision-makers’ willingness to buy again from a supplier for work-related purchases.
The number of different touch points and complexity of the customer experience (CX) ranks as the greatest barrier preventing organizations from improving CX.
Client-side marketers are taking a bigger role in shaping business strategy and influencing product innovation and new business models, reports the Association of National Advertisers.
About three-quarters of the almost 2,000 shoppers surveyed around the world by Zebra Technologies are at least somewhat satisfied with shopping in stores.
Almost 9 in 10 consumers have contacted customer service at some point in the past year,.
Email was the most popular digital channel used for personalization.
Nearly nine in 10 internet users worldwide believe that good service makes them feel more positive about brands.
One-third of US adults report having ever used social media to ask a customer service question.