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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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55/165 pages

541.  
Brands failing to work with social media advocates
Despite some fear among brand marketers, retailers need to embrace social media and convince their customers to share their positive brand experiences through social networking web sites, according to Mike Amos, president and CEO for customer...

542.  
40% Show their brand preferences on Facebook
While nearly 40% of Facebook users actively 'Like' brands on the social network in order to publicly express their brand affiliations to their friends, only 17% are more likely to purchase a product after becoming a 'Fan' on Facebook, according to a...

543.  
Marketers to double digital data budgets by 2012
US marketers say they will more than double their annual spending on online-derived data sources over the next two years, investing as much as US$840 million by 2012 on information about digital audiences, transactions, and 'clickstream' behaviours...

544.  
Lack of detail drives online shoppers away
Consistent product information has become a critical factor in the online shopping experience, with 66% switching to a competitor if the product information they see online doesn't match what they have seen in-store or in a catalogue, according to...

545.  
83% Of Americans will churn for a good cause
More than two out of five Americans say they have purchased a product in the past year specifically because it was associated with a social or environmental cause (41%), double the figure from a similar 1993 survey, according to research from Cone Inc...

546.  
Retail loyalty subject to cross-channel strategy
Almost one third of consumers feel that a negative experience with an online retailer's web site leaves them with an overall negative impression of the retailer, according to a study by Sterling Commerce and Demandware. But apart from potential damage...

547.  
50% Of UK shoppers stop buying after bad service
Most of today's business leaders feel that the next major battleground is the 'customer experience', despite fewer than one in ten consumers feeling that companies are doing a good job, according to UK-based customer experience consultancy Sidona...

548.  
How Superdrug boosted word of mouth by 12%
With the announcement of the UK government's 'Comprehensive Spending Review', combined with the forthcoming Christmas shoppig period, retailers are feeling renewed pressure to build customer loyalty. With this in mind, Superdrug recently set about...

549.  
Why price-led ads have become 'brand killers'
Nowhere in the field of marketing do emotions run hotter or higher than when it comes to the role of low prices highlighted in advertising, according to a new book by Dan Hill, president of research firm Sensory Logic. The book, entitled 'About Face:...

550.  
Mystery shoppers are outdated, expert reports
With the recession recovery rate still a major worry for UK retailers, it has become more important than ever to achieve and maintain a high level of customer satisfaction and brand loyalty. Here, Jeremy Michael, managing director for SMG UK, offers...

55/165 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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