Online meetings haven’t damaged B2B client loyalty
Businesses live or die by customer loyalty. And we have always believed the key to customer success and loyalty is engaging with customers through a combination of in-person and online meetings. But if online meetings are the only option, could client relationships,...
Customer Experience Index reveals dramatic improvement
According to Forrester's US 2020 Customer Experience Index (CX Index') rankings, 27% of brands improved their CX Index scores over the past year, a significant jump compared to previous years marked by minimal gains. Factors contributing to the increase in scores this...
The data tectonic plates shifted on 16 July 2020 and the impact will be felt around the world.
The European Court of Justice (ECJ) ruling on Thursday 16 July 2020 to invalidate the US Privacy Shield has triggered a storm of debate which is likely to rage for some time. Reactions have ranged from media reports of “data transfer chaos and confusion” to lawyers...
As US re-opens, CPG spending is up 21% year-on-year
Household consumer packaged goodsspending in May 2020 was up 21% compared to May 2019, but not quite as impressive as the year-over-year increase in April 2020 (+29%) or March (+36%). These findings are part of data released by CPG advertising effectiveness firm...
Wyndham Rewards eases member level requirements
Wyndham Rewards, the loyalty program of Wyndham hotels, has announced it is relaxing requirements for earning Member Levels (status) in 2020, reducing the number of nights members need to stay by 40%. This article is copyright 2020 The Best Customer Guide. Wyndham...
COVID-19 pushed shoppers to switch retailers & brands
Pandemic-driven out-of-stocks, growing safety and financial concerns, and changing values have spurred shoppers to try different retailers and brands - and many US shoppers plan to stay with their new-found alternatives, according to "Shoppers' Response to COVID-19...
A better digital customer experience improves loyalty
The majority of Americans (87%) are comfortable sharing personal and lifestyle-focused data for the benefit of lower insurance premiums, according to an insurance industry study conducted by DXC Technology. This article is copyright 2020 The Best Customer Guide. As...
Men will pay more than women for good service
Mars and Venus are still in opposition in the realm of customer experience. A recent survey by Genesys, a global provider of cloud customer experience and contact center solutions, has found that men and women have different expectations when it comes to good customer...
Data problems hamper great customer experiences
Despite the fact that there is a strong correlation between Customer Experience (CX) and business growth, and despite having access to more customer data than ever before, many companies continue to struggle to harness that data to meet customer experience...
Almost all marketers now practice ‘agile’ marketing
There is currently strong agile marketing adoption across most types of organization, with 89% currently implementing agile marketing in some function or team, according to the Q2 2020 Customer Engagement Report from data-driven performance marketing agency Merkle....
How consumers choose their ‘go to’ small businesses
DaySmart Software, a provider of business management software for small businesses, has published survey findings that reveal what consumers prioritize when finding their go-to professional service providers - specifically in the hair and nail, pet service (pet...
The Best Marketing Structure Depends On Your Customer
We believe passionately that companies who are customer centric, who make decisions with the customer’s needs as the catalyst are generally more successful than companies who lead with product or process in their thinking. Organisations have been implementing...
Brand loyalty programs are critical during a pandemic
Almost all (97%) American adults now participate in loyalty programs and expect significant rewards from the brands they buy, according to a study from daVinci Payments that identified the top brands in loyalty among many other key customer loyalty insights. This...
ChatBots market to be worth US$9.17 billion by 2025
The global Chat-bots market is projected to increase in value from US$2.28 billion in 2018 to a staggering US$9.17 billion by 2025, following a compound annual growth rate (CAGR) of 21.95%, according to the 'Chat-Bots Market' report available from Valuates. This...
Critical role of customer service reinforced by pandemic
Customer service organizations are playing a vital role during the COVID-19 pandemic as more and more companies are working remotely and are being forced to do more with fewer resources, according to a survey by SaaS customer service platform provider, Kustomer. This...