Browsing Tag

Customer Expectations

Merkle B2B Study Reveals Gaps in Customer Expectations and Experiences

Merkle, a leading technology-enabled, data-driven customer experience management (CXM) company, has released its new e-book titled "Architecting the Ultimate B2B Experience: The Four Brand Superpowers that Make It Happen." Drawing from interviews with business-to-business (B2B) buyers and decision-making influencers across nine countries, the e-book analyzes the key factors driving the expectations of B2C-like experiences in B2B interactions. Marketing Technology News: Infobip to Acquire OpenMarket, Creating a Leading…

Will Holidays be Naughty or Nice for Retailers?

While the pandemic has caused a surge in online shopping, a new Oracle Retail survey shows that many customers are ready to venture back into stores this holiday season. Nearly 20% of shoppers surveyed plan to do most of their shopping in-store with 47% planning to split purchases between online and brick-and-mortar shops. Still, another 16% plan to make it as close as the parking lot, opting to retrieve orders curbside. And, despite the challenging year, 58% of consumers expect to spend the same or more on holiday shopping…

New Salesforce Research Reveals That Effective Use of Technology Will Help SMBs in India Pivot Through the COVID-19 Pandemic

30% of SMB respondents in India expect business to be as usual post the COVID-19 pandemic Meeting customer expectations and financial management and growth are the top challenges for Indian business growth currently and in the future Salesforce, the global leader in CRM, released its fourth edition of Small & Medium Business Trends Report capturing insights from Small and Medium Business owners and leaders worldwide. This research was conducted by The Harris Poll in two parts, with a study in March 2020 and a…

New Study Finds Evolving Customer Expectations, Ineffective CX Toolsets Drive Adoption of Visual Engagement Technology

LogMeIn today announced the results of a new global commissioned study conducted by Forrester Consulting that explores how businesses are leveraging visual engagement technology to create a more personal, trustworthy and secure customer experience (CX). The study, Evolving Customer Expectations Drive Adoption of Visual Engagement Tools: How Visual Engagement Technology Can Solve Top CX Priorities in an Increasingly Remote World, surveyed 300 respondents at the manager level or higher in customer experience/support,…

CDP Market Crowding: Why Marketers Should Take Note

Customer expectations are rising each and every day and brands are feeling the pressure to meet these demands. Compounding this challenge is the fact that the amount of customer data available to marketers is constantly increasing while the work they must do to acquire, engage, and retain customers is becoming more difficult. The need to leverage data to meet rising customer expectations for real-time, personalized communication is one of the main reasons why more brands are adopting Customer Data Platforms (CDPs). As a…

Going Beyond Campaigns: Enabling Real-Time Interaction Management

As consumers, our expectations for brands grow by the month, the day, the hour. Every time we’re wowed by interaction, the bar we have for experience ticks up a notch, whether we notice it or not. With mega-brands like Amazon, Apple, and Uber redefining convenience over the last several years, as well as new-on-the-scene disruptors, brand marketers at many organizations are struggling to keep up. Not everyone has the level of resources, either from a people or technology perspective, as the CX leaders, but all brands are…

The Future Is Here: When Online Shopping Becomes the Only Channel

The COVID-19 global pandemic brings with it a new reality—a “new normal.” As more people around the world are confined to the walls of their homes due to government restrictions and distancing rules, several retailers have begun closing their doors in response. This presents an opportunity for eCommerce businesses as the global crisis has driven shoppers to shift their shopping habits online. Compared to the previous year, there have been rising transaction volumes online, especially in the home products, DIY products,…

Demystifying the Role of Intelligent Automation in Outsourcing

To say that great customer experience (CX) is a business imperative is stating the obvious. Poor customer experiences will affect 30% of digital business projects by the end of 2020. As customer expectations and behaviors shift and evolve, organizations are in a race to win at every interaction, which is currently a challenge. In a bid to transform businesses and focus on creating powerful customer experiences to drive satisfaction, loyalty, and advocacy, organizations are increasingly leveraging advanced technologies. The…

Bad Data Handling Is Holding Marketers Back, Survey Reveals

Poor data handling is costing businesses millions on resources and lost opportunity, with less than a third of CMOs feel the industry has the right skills to deal with customer data privacy, a new survey revealed. Lack of skills in data privacy compound the problem and form part of a subset of growing issues to do with a lack of internal capability and capacity. Silverbullet’s new report Whose data is it anyway? How UK marketers navigate data management as consumer privacy concerns grow, surveyed 100 UK CMOs and a wealth…

Omnichannel Communication vs. Multichannel: How to Delight Your Audience

Not so long ago, most customers communicated with brands using one of two channels: phone or mail. There was nothing close to the digital landscape that we have today, which meant that customers didn't even consider using a combination of channels to connect with companies, like email, SMS, and social media. However, the world as we know it has changed drastically over the years. 87% of consumers today say that they wish organizations would work harder at delivering consistent customer experience across channels. Another 35%…

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…

Bridging the Gap Between Customer Expectations and Reality in Telco, with Conversational AI

This article is co-authored by Sverre P. Jonassen Meeting the expectations of consumers in today’s on-demand world is by no means an easy task. They often have sky-high expectations and expect the brands they interact with to be ready to assist their every need 24/7 with instant, helpful and personalized service. This goes doubly so for the telecommunications industry where reducing customer churn is critical and the small differentiations in products and services make it difficult for inexperienced buyers to spot. This…

Werum IT Solutions honored with Frost & Sullivan Customer Value Leadership Award

Award Recognizes Werum's PAS-X MES Solution Explicitly Built for Pharma, Biotech and Cell & Gene Therapy Industries / PAS-X Supports Complex Operations Providing Value for Customers Through Increased Productivity and Adherence to Regulatory Requirements Based on its recent analysis of the global manufacturing execution system (MES) market for pharmaceuticals, biotechnology, and cell & gene therapies, Frost & Sullivan recognizes Werum IT Solutions with the 2019 Global MES for Pharmaceuticals, Biotechnology,…

Follow The Disney Principle: Move From Brand Safety to Consumer Trust

At a recent panel about brand safety, Lisa Valentino EVP, Client & Brand Solutions at Disney provided some great insight about her company’s approach to brand safety; they think about it as building consumer trust. Disney being the company that it is does a very good job of building consumer trust, and they have very strict guidelines to keep it that way. With such a shining example of positive brand building on the panel, the other conversations about brand safety that followed seemed, frankly, too narrow. And that’s…

Retailers and Customers Don’t See Eye to Eye on Returns or In-Store Experiences

Brands Also Seen as Missing the Mark on Shipping and Convenience, Leaving Opportunity on the Table, According to Oracle Retail Global Survey Drones and Driverless Cars Would Be "Awesome" If They Speed Deliveries, Consumers Say Retailers are not meeting customer expectations, and in many cases are missing on the fundamentals, according to a new 15,800 respondent global consumer study by Oracle Retail. Case in point, the two sides dramatically disagree on how easy it is to return purchases. While 57 percent of the 210…

The Delivery Economy, the New Status Quo for Brands

Once upon a time, a great consumer experience began with your local mail carrier dropping off the latest edition of the Sears Catalog. Though revolutionary for people who were experiencing the role of discretionary consumers for the first time, this analog system that defined how people ordered and received goods was (and for many years remained) rudimentary. Fast forward to today, in the gilded age of instant gratification, where tech giants like Amazon routinely market, process and deliver goods to consumers’ doorsteps…

Customer Experience is Field Service’s Biggest Challenge. Here’s What You Can Do About It

Salesforce's recent acquisition of Clicksoftware illuminates an important point: Customer relationships and field service have more in common than some may think. As competition becomes increasingly fierce, building relationships and delivering the best experience for your customers becomes a way to stand out in a crowded field. Technology has enabled a level of process and transaction transparency and convenience that the customer now expects. According to a Getapp survey, more than half of field service businesses…

CMOs Need to Focus on Managing Multiple Brands, Not Multiple Identities

Retailers with multiple brands are struggling to obtain a single view of their customers across their portfolio. Their siloed Marketing departments can’t connect the dots as customers shop from one brand to the next, across display, email, and in-store. The lack of visibility creates an identity crisis. Brands make the mistake of thinking about channels – and their customers – in segments, and waste their media spend confusing the customer with conflicting messages without even realizing it. While many struggle, some…

Now Is the Time to Rethink Your Integrated Approach to Customer Engagement

In an age of smartphones, push notifications, chatbots and near-constant digital disruption, it is no longer revolutionary for brands to leverage multiple online and offline touchpoints in their campaigns. In fact, consumers expect this. Because of customers’ changing expectations and increasing savviness, an “integrated” approach that simply ticks the boxes for online and offline channels is no longer enough to fully engage a desired audience, especially those in Southeast Asia, who are more likely to be on mobile platforms…

The Ultimate Brand Consistency Checklist for Local Marketing

Why does brand consistency matter? The most successful multi-located brands know that brand consistency means everything. In fact, recent reports indicate that well-managed and consistent brands may be worth up to 20% more than competitors. In most cases, consistency is the foundation of brand equity or a customer's perception of your brand. Unfortunately, brand equity isn't built overnight. For the vast majority of multi-located businesses and organizations, brand equity is built very, very slowly. The fact is, your…