Shoppers are now prioritizing convenience and value
Despite the persistent threat of a recession, consumers remain confident about their financial well-being and are contributing to CPG sales growth, according to IRI's Q4 2019 Consumer Connect Survey. However, as consumers prioritize saving time, effort and money, they...
What are the key Customer Experience trends in 2020?
The price of providing a great Customer Experience (CX) is likely to become a key focus globally, rather than companies simply concentrating on the experience itself, according to the '2020 CX Trends' e-book from Hinduja Global Solutions (HGS). This article is...
Most Canadians still prefer making purchases in-store
Many Canadian consumers are turning to retail stores after conducting at least some online shopping research or activity beforehand, and 'relevant marketing' messages have been cited as one of the most important factors in their purchase decisions, , according to a...
Five technology trends set to redefine the enterprise
The convergence of enterprise technology trends will continue to profoundly transform all businesses and unlock potential for innovation, according to Deloitte's 'Tech Trends 2020' report which examines trends in digital technologies, human experiences, analytics and...
InMoment and MaritzCX join forces
With the aim of further building their position in sectors such as automotive, financial services, hospitality and retail, while also expanding their reach throughout the Americas, Europe and Asia, customer experience firms InMoment and MaritzCX have entered into an...
Technological business disruption will be getting faster
Digital disruption will accelerate, AI will go mainstream and the customer will take center stage in the 2020s as a new wave of technology innovation transforms workflows, value chains and entire industries. New technologies will collapse industry boundaries, wiping...
Who are your most engaged members?
If you are an established retailer planning to launch a new or improved loyalty program, you can bank on the fact that your most engaged and most valuable customers will join first and in the largest numbers. Enrolments peak early and then taper off as high value...
The impact of customer life events on brand switching
Ellipsis turned 5 in 2019; this 'company life event' prompted us to be more introspective than we would normally be. We feel grateful and a little lucky as the Small Business Association says 50% of businesses fail during their first five years and 66% during their...
Study warns of gap between consumer ‘wants’ and SMEs
Visa's 'Digital Transformations of Small and Medium Size Businesses: The Future of Commerce' report has provided a timely look at the opportunities and challenges that Canadian SME owners face in an increasingly digital world, and explores ways they can capture...
Millennials are driving the most retail growth
The death of retail has been greatly exaggerated... as evidenced by TD Bank's 'Retail Experience Index' - a biannual survey that tracks consumers' purchasing habits, focusing on big-ticket items of US$500 or more. This article is copyright 2020 The Best Customer...
New Generation Z data poses a critical question
Employers and business leaders take note: a one-size-fits-all approach to defining a generation will cost both talent and customers. As Generation Z (the generation of those born between 1997 and 2007) begins to enter the workforce and flex its newfound spending...
What is Loyalty?
From the perspective of any business, customer loyalty may be defined as their efforts to: identify, maintain & increase the yield from best customers & best potential customers through long term, interactive, value added relationships. As consumers, however,...
Most consumers switch brands after one bad experience
Today's consumers are unforgiving when it comes to poor customer experience. In fact, 72% of consumers report they are likely to switch to a competitive brand after just one bad experience. This article is copyright 2020 The Best Customer Guide. According to The...
Three key steps to understanding Marketing Analytics
With transformations and the introduction of new technologies taking place at a rapid pace, it's crucial to note that most businesses haven't still figured out the best way to maximize their MROI (marketing return on investment), according to an article entitled...
Let’s Talk Loyalty
Running a loyalty programme can be challenging in many ways – with so many internal stakeholders and members to manage. From platform decisions, through to legal and privacy management and of course increasing expectations for programmes to drive measurable returns....