Customer satisfaction drops for social media & digital news
When the COVID-19 pandemic ramped up in the United States in March 2020, visits to general news websites skyrocketed and social media usage surged. Yet, even before the pandemic sent traffic soaring across the e-business segment, customer satisfaction overall has been...
Pandemic significantly alters customers’ brand allegiances
The ongoing pandemic - both medical and economic, in fact - has significantly altered customers' brand allegiances, with 20% of brands with the greatest customer loyalty being new contenders in the 2020 edition of the 'Top 100 Loyalty Leaders List' from Brand Keys....
Why loyalty programs are still critical to retail success
The habits of consumers shopping at convenience stores ('C-stores') are shifting across the board amid the backdrop of the global pandemic, according to a study by retail and fuel solutions provider PDI Software. This article is copyright 2020 The Best Customer Guide....
Most of us have returned to non-essential in-store shopping
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! With COVID-19 lockdown measures around the world easing, just under...
27% Of brand loyalty is at risk following pandemic
Twenty-seven percent of consumers surveyed by Simplr in the company's June 2020 State of CX study said customer service wait times on digital channels during COVID-19 had actually caused their brand loyalty to waver. This article is copyright 2020 The Best Customer...
Air Miles Canada adds Spotify to its rewards list
The AIR MILES Reward Program has announced the addition of multiple, market-leading brands to its Rewards portfolio, including Spotify, providing Collectors with more ways to use Miles on the brands they love. This article is copyright 2020 The Best Customer Guide....
Survey reveals most patriotic brands in America
Jeep, Amazon, Walmart, American Express, MSNBC, Clorox and Netflix lead the list of the top 50 most patriotic brands - a list that has been dramatically changed by the pandemic, politics and protests - according to the 18th annual Brand Keys survey of American brands,...
Marketing has to change to keep up with customers
Rapid changes in customers' attitudes and expectations are challenging marketers like never before. Finding the right balance between the efficiency of technology and personal connection through human interaction has become even more challenging for marketers. At the...
There’s an urgent need for customer service efficiency
There is a strong need for greater efficiency in customer service operations, particularly in today's rapidly shifting business environment, according to a study of the state of the customer service industry by omnichannel SaaS platform provider Kustomer. This article...
Retailers & suppliers collaborate to meet shopper needs
Retailers and suppliers agree the ability to meet the needs of retailers' customers is the top advantage of collaboration, with 70% of retailers and 58% of suppliers reporting that responsiveness to consumer and market trends is the key criteria for successful...
Consumer attitudes have mutated thanks to pandemic
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! Americans and Canadians are engaging with brands differently since COVID-19...
Three in ten have become Pandemic Pessimists
Nearly one-third (31%) of Americans have shifted their opinions to longer timetables as to when they believe they can 'resume normal activities', as tracked in the Consumer Coronavirus Behavior Survey from Brand Keys, TheCustomer, and data-driven decisions platform...
54% Open marketing emails with a clear call-to-action
More than half of all consumers will open product-oriented emails that include a clear 'call to action' (CTA), according to a survey by email delivery and analytics provider SparkPost. The study also found that consumers are actually demanding more from brands when it...
Businesses have been too confident in ‘digital readiness’
thebestcustomerguide Get our free weekly marketing briefings... "They're always useful, and always brief" 🙂 Enter your email address to get started! The business leaders of world's top enterprises feel they have...
Guess what? Loyalty Programs do Make Money
Every now and then we come across a piece of loyalty research that makes us stop and quote Homer Simpson; ‘Doh!’, as it is such an obvious, good idea. That is what happened when we read “The effects of loyalty program introduction and design on short- and long-term...