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Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)
 

Marketing Studies

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Customer Experience
Customer Loyalty
Knowing The Customer
Marketing Know-How
Marketing Technology


64/165 pages

631.  
Twitter and Facebook worst for retail customer service 
Retailers just aren't answering back

Twitter and Facebook have been ranked as being the the worst channels for retail customer service, with performance worsening since 2017, both damaging consumer trust and hitting retail sales. The 2019 Eptica Digital Trust Study evaluated the customer...

632.  
Consumers aren't embracing the benefits of AI 
There's a need for greater empathy in AI systems

Consumers lack trust in artificial intelligence and don't understand the extent to which it can make their interactions with businesses better and more efficient, according to new research from Pegasystems. The study, which was conducted by research...

633.  
Most e-commerce brands want an omni-channel strategy 
Smaller ones are more likely to prioritise email marketing

Omnisend, an omnichannel marketing automation platform for ecommerce, has surveyed smaller ecommerce brands who have joined the platform in the past year, and found that these ecommerce marketers were primarily focused on email marketing as a way to...

634.  
Small businesses thank customers by being charitable 
But in-person, hand-written thank you notes dominate

According to a recent survey, 73% of small businesses provide support to local charitable and communal causes to show their commitment to giving back and to express appreciation to customers and the community. The study, conducted by TD Bank, America's...

635.  
Study identifies the worst marketing funnel pain points 
Which channels and tactics are most effective, and when?

Digital and email marketing firm GetResponse and research firm Demand Metric have published the results of their "2019 Funnel Friction Benchmark Study", which examined the current state of the 'marketing funnel'. The survey results reveal how much...

636.  
Marketers have a 'coin-operated' view of their customers 
They're more focused on transactions than relationships

Organizations see dollar-signs - not people - when thinking of their customers according to a study by the Chief Marketing OfficerCouncil. While marketers admit their future growth and success will rely on leveraging deeper relationships with...

637.  
What Customer Experiences will look like in 2030 
Will brands really trade human empathy for efficiency?

Modern technology has upended the way brands and consumers engage. New products, services, consumers, and competitors have arrived and keep evolving. Consumer behavior, likes and dislikes continue to change. So what will the customer experience look...

638.  
Consumers turn to private brands for value, not price 
Private brand sales growing twice as fast as national brands

Although 57% of consumers say their financial health is good, fears of a recession are driving slightly less consumer confidence in Q3 2019, according to the IRI Consumer Connect Survey. Expecting to face a recession - or, perhaps more likely, a...

639.  
Most consumers switch brands after one bad experience 
What do we want? No effort! When do we want it? Always!

Today's consumers are unforgiving when it comes to poor customer experience. In fact, 72% of consumers report they are likely to switch to a competitive brand after just one bad experience. According to The Northridge Group's State of Customer Service...

640.  
Top five customer service technology trends for 2020 
What's impacting customer service organizations most?

A survey of nearly 250 customer service and support leaders across the globe by research firm Gartner revealed five emerging trends in technology adoption, and where service organizations are getting the best return on investment (ROI) today. The...

64/165 pages

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)
 
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