Published By: Progress
Published Date: Jan 22, 2019
Your consumers are multichannel mavericks. With the right content management system, marketers can create meaningful, multi-channel journeys. Delivering a compelling, personalized customer journey across multiple digital touchpoints has never been more important. At the same time, it’s also never been so complex—many organizations struggle to personalize their campaigns and build cohesive multichannel experiences that can engage prospects anytime, anywhere. With creativity and the right content management system at your side, you can create meaningful, multichannel journeys. Watch this webinar to learn more.
Published By: Progress
Published Date: Jan 22, 2019
"With 66% of consumers saying personalized offers and content have had an impact on their purchasing decisions, it is time to get started and reap the rewards of personalization.Knowing where to begin with your personalization strategy can be a challenge. A good place to start is with our Personalization Checklist. As you implement your personalization strategy, it will help guide you, ensuring you have all the answers and tools to succeed.
The Fed’s interest rate manipulations have many consumers wondering what’s going to happen next. In June 2017, the Fed increased its short-term rate by a quarter point, the third time in six months that it had done so. At the time, the Fed said it would likely raise the rate again by the end of 2017, but industry watchers now
speculate that the agency may hold off doing so until sometime in 2018.
Consumers want the right fit, every time. 83% of shoppers regard shopping online as a gamble and 6 out of 10 explore different sizes when deciding on a purchase. Distinguish size from fit and adapt your online strategy and build shopper confidence in your brand.
Consumers equipped with smartphones expect fast, convenient and uniquely relevant shopping experiences in store and online. As a result, one-third of shoppers are not satisfied with the in-store experience, turned off by everything from chronic out-of-stocks to cookie-cutter products and marketing messages that speak to the masses, as opposed to them as individuals.
In turn, retailers are empowering front-line associates with tools designed to add newfound conveniences, such as locating inventory without having to leave a shopper’s side, to texting them curated product offers based on in-store and online buying patterns and preferences
These are just a few of the insights found in Zebra’s 10th annual shopper study, which surveyed nearly 7,500 consumers from North America, Latin America, Asia-Pacific, Europe and the Middle East to gain a deeper understanding of shopper satisfaction and retail technology trends that are reshaping brick-and-mortar and online stores.
Technology is transforming mobility and vehicle ownership. To be a game-changer in the transportation and mobility market, organizations must anticipate customer expectations and deliver compelling experiences.
• Help my customers experience the future: Digitization, VR and interactive experiences show consumers benefits before they are on the road.
• Give my customers enhanced levels of customization: Vehicle personalization transforms a product purchase to a multi-dimensional experience.
• Streamline my product development processes: Innovation increases product diversity while reducing development time and costs.
• Keep me up to speed with new mobility solutions: Organizations must be open to change in imagining how to go from point A to B.
• Prepare me for the shift to Mobility as a Service: MaaS is already affecting transportation and pressuring margins for conventional car manufacturers.
I invite you to download your targeted industry analysis and uncover the expectations to tak
Discerning and demanding consumers expect meaningful retail interactions. Creating new world-class experiences is vital to differentiate products and boost profits in the consumer goods market.
• Let me shop when and how I want: Technology to research and buy products defines consumer behavior, driven by social media’s “see now, buy now” mentality.
• Give me relevant data: With ever-expanding information, every touchpoint should have customer data that matters.
• Give me a truly unique experience: Innovative retailers use new partners and tools to deliver personalized consumer experiences.
• Pair my products with consistently good service: New customer service technologies are crucial in a world with more consumer/retailer choices.
• Make my retail environments better: Consumers want memorable, differentiated experiences in user-friendly digital and physical retail environments.
I invite you to download your targeted industry analysis and uncover the expectations to take into account a
There’s no getting around it: Managing your online reputation is critical to a successful marketing strategy, as well as to the health and continued growth of your business.
According to recent research, 87 percent of Americans say they trust online reviews to help them choose which local businesses or services will receive their hard-earned dollars. What’s more, eCommerce agency Corra found 88 percent of consumers have avoided a company because of a bad review.
As consumers increasingly rely on online reviews, businesses that leave their online reputation to chance are at a severe disadvantage versus those with solid Online Reputation Management (ORM) programs in place. But where do you start?
In 2017, review sources proliferated, consumers became more savvy about the validity of online reviews, and the position of Chief Experience Officer started to gain traction among locationbased organizations. ORM and SEO became increasingly intertwined as Google refined its search algorithms with a strong emphasis on reviews and star ratings.
Brand perception begins online, with the local online reputation of doctors, clinics and hospitals.
In late 2017, Reputation.com set out to understand how consumers use the internet to look for healthcare services online, particularly when interacting with healthcare-related ratings and reviews. We surveyed healthcare consumers across the U.S. in a representative range of demographic groups for answers to some key questions:
• What are consumers and patients really looking for in online reviews?
• What ratings and review factors are most important when choosing a doctor?
• What sites are most used and trusted for this information?
Findings confirmed that online reviews are an essential part of the healthcare consumer’s decision-making. In this report, we’ll look at the key findings in detail
Published By: Anaplan
Published Date: Sep 07, 2018
A new way to collaborate
As the digital revolution continues, a linear approach to supply chain planning is gradually giving way to ecosystem thinking. Consumers buy in an entirely new way. Goodbye Sears catalog, hello one-click checkout. To keep up, companies need the ability to plan accurately in real-time. Introducing digital demand management with the Anaplan platform: a collaborative approach that can keep up with omnichannel demand.
What’s inside this paper from Supply Chain Brain:
What digital demand management means in today’s market
The benefits of a connected approach to demand management
Published By: Ephesoft
Published Date: May 31, 2018
With the digitization of modern life, consumers have come to expect the same kind of real-time response and control from mortgage companies as they have experienced in other aspects of their lives. As a result of pervasive services like two-day or even same-day delivery from Amazon Prime, TV On Demand and made-to-order Nikes, consumers expect underwriters to process loans and communicate with them in a similarly personalized, real-time way. In response, traditional mortgage originators are transitioning legacy processes to compete with the game-changing speed of born digital disruptors like Rocket Mortgage and Better.com. This infographic outlines the eight technology trends that are top-of-mind for leading lenders.
Published By: Resonate
Published Date: Jan 24, 2018
Brands have never been so fragile. The way we find, consume, and share information has changed dramatically in the past 10 years. Traditional customers have been replaced by a more demanding, less loyal breed of customer, and the explosion of channels makes attracting and retaining this new consumer even harder. Digitally savvy buyers are more likely to base their purchasing decisions on relevant customer experiences than on a logo. Even as these device-hopping consumers’ behaviors and preferences change at a dizzying pace, there's still an expectation for a consistent, meaningful experience — but if it's not optimal their perception of value drops and they disengage.
So how can brands serve and delight smart customers across different channels and devices? Marketers must move beyond insights based on consumer demographics, transactional behavior, browsing habits, and intent.
Published By: LogMeIn
Published Date: Feb 27, 2018
Exceptional customer service is a competitive differentiator. Providing consistent service that is tailored to the individual across a variety of digital channels can help organizations deliver personalized experiences that exceed the expectations of today’s digital savvy consumers. Yet, many organizations fail to deliver real-time relevance in their service experiences because critical customer data is siloed in different systems (CRM, ticketing, etc.) across the enterprise, making it difficult to understand the full customer journey and their needs at that point in time.
We partnered with IDG Research to survey top-performing customer service organizations to determine the challenges they face, and, more importantly, their plans for driving better outcomes. One thing is clear: taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
Published By: LogMeIn
Published Date: Feb 27, 2018
The rise of mobile devices have changed the way we communicate, the way we work, and the way we shop. Mobile devices give power to the consumers. Constant connectivity allows for easy access to endless information providing customers with multiple purchase options.
In eCommerce, mobile shopping is sharply rising. According to Forrester, 29% of all U.S. eCommerce transactions will occur on a tablet or mobile phone this year, totaling $114 billion. By 2018, that percentage will rise to 54% of the total $414 billion in eCommerce sales.i All of this information points to the fact that mobile is not just a trend, it's a reality. A reality that forces businesses to change the way they engage with their customers.
Published By: Trustpilot
Published Date: Oct 25, 2018
Online reviews have the power to make or break your business’ image and credibility. To better understand what drives people to leave reviews, whether positive or negative, we surveyed over 1,000 consumers globally and put together a report with the findings.
Download the report to learn:
• What motivates people to leave negative reviews
• What experiences most inspire positive reviews
• The long-term impact on your business of satisfying an unhappy customer
Get your free copy now!
Published By: Qualtrics
Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer
expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a
Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the
customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today,
market leaders are shifting their listening and response mechanisms faster as VoC programs represent a
huge opportunity for driving loyalty and increased sales.
A recent study sponsored by American Express®—the American Express Global Customer Service
Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than
they are to share about a positive experience.¹
Published By: Qualtrics
Published Date: Oct 02, 2018
Customer journey mapping is a major component of any customer experience program.
Of course, a key part of mapping the customer experience includes identifying key moments of
truth or moments of consumer brand interaction that shape brand perception and loyalty.
In the digital age, many key moments of truth for your customers are happening online. This means
that more and more of your consumers, brand perceptions and attitudes will be based on purely
digital interactions (in-app, website, wearable tech, etc.). This has made understanding your
customers’ digital interactions an essential part of any customer experience program. “It has been
said that VOC programs without a web presence engage only 2% to 10% of those who interact
with their website” (marketing sherpa). As we move into the future, this trend will continue.
We know that mobile is an inherent part of today’s digital experience. Global mobile and tablet
internet usage just exceeded desktop use for the first time (GS StatCoun
Digital Transformation: Insight into Getting it Right, is new research commissioned by Avaya and undertaken by IDC.
The Infobrief contains key insights from over 1,300 enterprises and consumers to help brands plan and improve digital transformation, specifically through the modernisation of business communications infrastructure. Explore why business communications technology needs to be at the heart of your digital transformation journey.
Published By: Epsilon
Published Date: Aug 23, 2012
Onboarding is a critical marketing process that helps dial in new and existing customers to your organization, introduces products to meet specific needs, and ends with high-touch service that engages consumers.for the long term.
The Internet has opened up a shopper's paradise where you can find and buy anything right from the living room. With a few simple key strokes, a consumer can choose products and services from merchants around the globe - from that authentic British trench coat to an Australian boomerang to wine straight from the California coast. But with the gates to cross-country commerce opened wide, have consumers abandoned their local retailers for international merchants abroad?
To answer this question, we commissioned a consumer study, in the US and Australia and Census wide in the UK. We hope this original research helps you better understand the opportunities and challenges of cross-country trade.
Published By: Epsilon
Published Date: Sep 18, 2012
To be successful in the current landscape, retail marketers must adapt their marketing messages to match the specific format, time and methods of consumers. Download this whitepaper to learn how retailers are boosting their CEM strategies.