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Brand Loyalty

Shippo Joins Shopify Plus Certified App Program to Power Shipping for Top Shopify Merchants

Shippo meets the highest standards of app development as set by the Shopify Plus team to ensure a seamless, best-in-class experience for merchants Shippo, the leading shipping platform for growing e-commerce businesses, announced it has been selected for Shopify Inc.’s Shopify Plus Certified App program. “Having great shipping  can be a tool for businesses to improve consumer experiences, increase conversions, and drive repeat purchases by building brand loyalty” said Laura Behrens Wu, CEO and co-founder of Shippo.…

Consumer Trends Analysis: Pandemic Impact on Brand Loyalty

Exults offers insight on various recent reports detailing shifts in retail and eCommerce purchasing behavior. The emergence of a global health crisis back in March affected just about every aspect of human life, and consumer behavior serves as no exception. Purchasing data now shows that concerns surrounding the health crisis, along with restrictions put in place because of it, forced consumers to rethink the way they buy goods and services. A recent report from McKinsey declares that 75 percent of consumers…

Bits of Stock Partners With Button to Launch Its Stock Back Program

Users can earn Bits of Stock when shopping with leading brands powered by Button's technology Button, the leading mobile commerce platform, announced its partnership with Bits of Stock, the brand loyalty and investment app, to enable its users to discover in-app brand offers, shop, and earn fractional shares of stock. Through this integration, Bits of Stock can better target users to drive repeat purchases and increase engagement, fueling its monetization strategy through the affiliate channel. Starting today, users…

Sitel Group Report Reveals Customer Experience Reigns As Brand Loyalty Driver Through the Pandemic

The 2020 CX Index Survey, and subsequent COVID-19 CX Index Pulse Survey, finds the pandemic prompted the majority of consumers to switch to online shopping with 57% vowing to continue this trend beyond the pandemic Prior to COVID-19, just over half (54%) of consumers reported having a better experience shopping online; however, after facing nearly three months of COVID-19, 76% of consumers moved to online shopping for items they would typically buy in store. What's more, 57% of those consumers plan to continue buying…

LiveXLive Releases New Unified Audio-Video Smart TV App Experience On Apple TV, Roku And Samsung TV, With Amazon Fire

New Upgraded Apps Deliver Songs, Shows and Podcasts in Personalized Dashboard to Over 90 Million Consumers in United States and Canada LiveXLive Media, Inc., a global platform for live stream and on-demand audio, video and podcast content in music, comedy and pop culture, announced today that it has released a new unified audio-video Smart TV app experience on Samsung TV, Apple TV and Roku, with Amazon Fire soon to follow. Reaching an estimated 90 million monthly active users though such distribution platforms, and nearly…

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring…

New Digital Platforms And Inclusive Content Enable Brands To Engage The $1.2 Trillion Asian-American Consumer Market Like Never Before

Asian American-led television shows, social media and esports present new opportunities to reach the fastest growing consumer segment in the U.S. As the United States begins a path towards economic recovery, the $1.2 trillion Asian-American consumer market will play a critical role in its revitalization. For forward-looking companies and brands, the opportunity to reach the country's fastest growing and most affluent multicultural consumer group has never been more accessible, according to Nielsen's newly published…

Cisco’s AppDynamics Positioned Highest on Ability to Execute Axis and Named a Leader for Eighth Consecutive Time in 2020 Gartner Magic…

Cisco AppDynamics Positioned Highest for Ability to Execute Among All Vendors for Business iQ AppDynamics, a Cisco company, today announced that it is positioned highest in Ability to Execute in the latest Gartner Magic Quadrant for Application Performance Monitoring. This is the eighth consecutive time Cisco AppDynamics has been positioned as a Leader in the report. Gartner’s Ability to Execute axis recognizes vendors for their product and service delivery, overall viability, sales execution/pricing, market…

The Lesser-Known Benefits of Tech Support for Retailers

For years, electronics retailers have been providing tech support to better serve their customers and stand out from the ever-growing competition. Providing tech support has a number of customer benefits including increasing customer confidence in making a purchase and higher levels of customer satisfaction with the product post-purchase. Retailers, in turn, reap benefits associated with happier customers—increased customer loyalty, operational cost savings from fewer product returns due to a presumed defective product,…

Brands Take Note: Personalization Will Make Everyone a Pampered Consumer

Customer experience doesn’t begin and end with a visit to a store or website. The journey that leads to sales at checkout and builds brand loyalty for future purchases often consists of many disconnected steps. At the heart of it all is a need to create personal, human connections for consumers that feel cohesive and intuitive. This means brands must connect via touchpoints across all channels and devices to reach consumers where and when it’s most convenient to them with messages that matter most to their immediate…

MarTech Primer: What is Net Promoter Score

Net Promoter Score, or NPS, measures customer experience and predicts business growth. A core metric to measure customer experience management programs, it has transformed the ways of doing business across the globe. The score ranges from -100 to 100; this index measures if customers are willing to recommend business products or services. It tracks the satisfaction levels and customer’s brand loyalty. What Is a Good NPS? Global standards maintain an NPS score of 0 and above is ‘Good’, 50+ is termed as ‘Excellent’ and 70 or…

Laying the Foundations for Successful Online Personalization

Rising to the Challenge Personalization is an increasingly important tool for marketers, with Forbes predicting it will be a top marketing trend in 2020. With 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience, it is clear that users favor personalized content over traditional. So, why isn’t every brand using it? The truth is that many companies simply don’t know-how. More than half of marketers (59%) agree that they find it difficult to personalize…

Pega Survey Reveals Aftermarket Service Costs and Brand Loyalty Take a Backseat to Convenience for Vehicle Owners

Results uncover how automakers and dealers can deliver experiences that ease the burden of vehicle ownership Pegasystems Inc., the software company empowering digital transformation at the world's leading enterprises, today announced the results of a new global survey that revealed vehicle owners make aftermarket services decisions based on convenience, rather than brand or saving money. Vehicle owners are primarily driven by factors that alleviate the burden of vehicle ownership – such as great customer service (selected…

The Missed Opportunities in Today’s B2B Marketing Funnel

A lot of brands say that they put the customer at the center of their organizations, but most marketers know that they’re not living up to that promise. According to a 2019 survey by B2B International, delivering excellent customer experiences and connecting with customers emotionally represent two of the top challenges among today's B2B marketers. Only 29 percent of those B2B marketers believe their organization makes a significant impact on the customer experience. Meanwhile, only 36 percent believe their organization…

Consumer (Dis)Likes and Brand Loyalty in the Era of Digital Customer Experience

It’s no secret that customer experience – both in person and online – is top of mind for every modern business. Consumers can move from one brand to another with the touch of a button and have more options than ever to obtain the product or service of their choice. If brands don’t deliver the best customer experience possible on their websites and apps, they risk consumers going elsewhere, potentially putting brand loyalty and revenue on the line. What keeps consumers coming back to a brand or, perhaps more importantly,…

Accessibility Is the Missing Link in Your Digital Marketing Strategy

If your Marketing department is not including accessibility in your Digital Marketing strategy, start now. Digital accessibility may be the single most effective way to reach more customers, create a more engaging customer experience, and inspire deeper brand loyalty. We are in the midst of the first mainstream web accessibility movement. Between 2014 and 2019, the number of website accessibility lawsuits has jumped from 4,436 to a projected 11,184. The surge of lawsuits have asserted that the Americans With Disabilities…

Using Conversational AI to Improve Customer Experience

Customer experience should be top-of-mind for any customer-facing business in the digital age. But as consumers increasingly take their interactions with brands online (and into the chat channel), how is it possible to keep up with their demands while providing a level of satisfaction on-par with what they have come to expect from human interaction. In a recent report, Gartner predicts that as soon as 2020, 40% of users will primarily interact with new applications that support conversational UIs with AI. By 2022, it is…

True Talk – Authenticity With Latinx Marketing

When speaking to the US Hispanic (Latinx) community, it’s important for brands to remember a few key tenets. Most importantly, that the Latinx market is not one monolithic group. There are different facets of generations and ethnicities that make up this group, and each want and respond to different things. No matter what subset of the Latinx audience a brand is targeting, it’s crucial to speak with an authentic voice and tone that proves you have an understanding of the market and know how to be genuine in your outreach.…

Why eRetailers Should Turn to Experimentation Rather Than Surge Moments to Boost Business Growth

Amazon Prime Day is a bigger event with each passing year, drawing the participation (or competition) of ever more eCommerce retailers who find the potential Sales lift too tempting to pass up. In this year’s shopping fest, Amazon ratcheted up its approach by upping the day of deals and offering one-day shipping. Much like Black Friday, the ‘holiday’ famed for bringing retailers out of the red and into the black just before the end of the year, the 2019 Prime Day spree registered as a magnitude 8.0 on the retail Richter…

Building and Maintaining Digital Trust and Brand Loyalty: A Three-Step Process

Businesses that successfully achieve digital transformation don’t just complete it overnight. Transformation has many key components and best practices, and it’s a continuous process. When it is achieved though, these digital enterprises have the opportunity to prosper, build customer trust and maintain brand loyalty. As we engage with customers through more digital channels, maintaining their trust, in particular, becomes a highly paramount component to keeping your business afloat and prosperous. In recent years, customer…