Posts Tagged ‘Customer Service’
Top 5 Ways Companies Can Build Customer Loyalty [CHART]
While loyalty programs have been popular in the US for years—with the average American consumer belonging to 18 loyalty programs according to loyalty marketing publisher COLLOQUY—whether these members are active is another story.
Read MoreHow Consumers Believe Businesses Use Online Publicly-Available Information [CHART]
via emarketer.com Only 34% of respondents were aware that browsing history was used to provide product recommendations, and 37% were aware of search engine data being leveraged in the same way. When told how the data was being used, respondents showed the most discomfort with these approaches. Read the rest at eMarketer.
Read MorePreferred Feedback Channel By Generation [CHART]
via emarketer.com When Maritz broke its data down among age groups, it found that the type of contact consumers favored to reach companies was closely linked to users’ age. Younger customers were more likely to embrace public feedback on a social network, while older consumers preferred older methods of direct contact with a company. Unsurprisingly,…
Read MoreFeedback Channels Online Consumers Know Of & Prefer [CHART]
via emarketer.com When it comes to making their voices heard to businesses, customers are showing they’re not shy about taking to the web. An April 2012 survey of US internet users conducted by Maritz Research found that, overall, consumers preferred using email to making a phone call when they sought to provide businesses with direct…
Read MoreCustomer Experience Ratings By Channel [CHART]
via marketingcharts.com Executives working at companies involved in e-commerce or e-business are more likely to say that the quality of their company’s customer experience is good in physical stores than online, per a [download page] study released in June 2012 by Econsultancy in association with Tealeaf. 53% of respondents rated the quality of customer experience…
Read MoreAttitudes By eShoppers Toward Retailers With Convenient Returns [CHART]
via emarketer.com A clear, lenient return policy can go a long way in building good will with customers who don’t want to feel penalized for returning items. Almost half of shoppers would shop more often with a retailer with a clear return policy, and the same number would recommend the retailer to a friend as…
Read MoreOnline Shopping: Room For Improvement According To Buyers [CHART]
via emarketer.com For online shoppers, issues related to shipping are still not as important as ease of checkout and product variety. But they still play a significant role in converting browsers into buyers, according to a February 2012 survey conducted by comScore. In fact, when asked what aspect of the shopping process could be improved…
Read MoreB2B & B2C Global Social Monitoring For Customer Service [CHART]
via emarketer.com In January 2012, customer experience management software company Satmetrix surveyed over 1,000 B2B and B2C companies worldwide and found that more than half of B2C companies (53%) both tracked mentions and followed up on them, while an additional 25% only tracked and 4% only followed up. This is compared to only 27% of…
Read MoreGlobal Social Monitoring For Customer Service [CHART]
via emarketer.com Looking at the differences worldwide, US-based companies were more likely to use social media to track mentions and follow up, with 46% of US companies and 45% of North American companies saying they did both. In Asia, the percentage of companies was lower, at 39%, and in both Latin America and Australia/New Zealand…
Read MoreLeveraging Customer Data [CHART]
via emarketer.com The study found 72% of marketers worldwide used data to craft more timely, targeted messaging, and 58% of respondents used it to build richer customer segments and profiles, allowing them to create more targeted, nurturing campaigns. More than half (52%) also used customer insight and intelligence to directly influence the bottom line by…
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