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...
Consumers making long-term switch to digital channels
The COVID-19 pandemic has been driving some long-term changes in how US consumers choose to buy and interact with brands, and they are not happy with the level of personalization and reassurance delivered online by most companies, according to a study of 1,000 US...
Air Canada offers a sneak peak at new Aeroplan features
Air Canada has introduced two new Aeroplan features in advance of the re-launch of its loyalty program later this year. Members can buy or gift miles at any time and can now use Aeroplan Miles to bid on cabin seating upgrades on Air Canada flights. This article is...
What are CostCo’s key success factors?
The worlds largest retailers didn't achieve that honour by chance. Have you ever studied any of them to better your own game? Well here, from our retail strategy expert Brian Woolf, is a close-up of one which is also a real competitor... This article is copyright 2020...
Top five customer service technology trends for 2020
A survey of nearly 250 customer service and support leaders across the globe by research firm Gartner revealed five emerging trends in technology adoption, and where service organizations are getting the best return on investment (ROI) today. This article is copyright...
Humanity is what’s missing from your loyalty program
Although discounts and free products remain the top reasons to join a loyalty/rewards program, engagement and recognition-focused elements are required to maintain and strengthen that connection, according to the '2020 Loyalty Barometer Report' from marketing agency...
Financial institutions must make channels more cohesive
Americans use many different kinds of media on a daily basis, so reaching them everywhere is critical, according to financial technology and marketing services provider Kasasa, which has put forward the case for financial institutions maximizing every digital...