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.
Face-to-face communications ranks as easily the most important customer experience channel today.
American adults are most likely to rate companies’ customer service via phone (90%) and online chat (85%) as meeting or exceeding expectations.
This infographic illustrates the costs of neglecting social customer service.