Posts Tagged ‘Customer Experience’
Transformation Of B2B Commerce, September 2013 [CHART]
B2B commerce is shifting offline to online and self-service, say 57% of B2B vendors from the US and Europe.
Read MoreEffect Of Gmail Tabs On Email Management By Age, August 2013 [CHART]
The majority of users of Google’s email service had had a neutral or positive response to tabs.
Read MoreEffect Of Social Media Use On Customer Experience, September 2013 [CHART]
Asked how much the growth of social networks has changed the way their organization interacts with customers, 5% of respondents indicated a transformational impact.
Read MorePromoted Twitter Complaints Criticize British Airways [VIDEO]
David Erickson discusses how one individual customer spent $1,000 on a Promoted Tweets advertising campaign to complain about British Airways’ customer service.
Read MorePhone Wait Time Benchmarks, Q1 2013 [TABLE]
About 60% of calls were answered, typically in slightly over one minute. But a significant 15% hung up right at about the 40-second mark.
Read MoreTop Retail Website Load Times, July 2013 [CHART]
The median load time for home pages of the top 500 US retail websites continues to slow down, climbing to 7.72 seconds during the Summer from 7.65 seconds in the Spring of this year, and far above the ideal load time of less than 3 seconds.
Read MoreReasons People Use Brand Apps Regularly, July 2013 [CHART]
On average, 51% of people regularly use brand apps to keep informed about the brand, product, store or company (43%) and to get discounts and coupons (41%).
Read MoreSocial Media Site Satisfaction, 2012 vs. 2013 [CHART]
Social networks saw their overall customer satisfaction score fall a point to 68 on ACSI’s 100-point scale, a reading that puts it above only ISPs.
Read MoreTop Real-Time Marketing Benefits, July 2013 [CHART]
44% of marketers either deployed or are planning real-time solutions and another 24% evaluating them.
Read MoreBenefits Of Behavioral Marketing, July 2013 [CHART]
The vast majority of marketers surveyed believe that behavioral marketing can boost their performance in a range of areas, most notably in return on investment, revenue attributable to marketing activities, and customer satisfaction and loyalty.
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