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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 Loyalty
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981.  
Consumers want to help improve companies' CX 
But they don't believe the brands are listening

While a positive Customer Experience with brands is a primary driver in consumer buying decisions, CX over the past year did not improve or has become even worse, according to The Alida '2021 Global Trends Report: Customer Experience'. However...

982.  
Customer Experience is pivotal to business results 
CX leaders outperform CX laggards by ratio of 3-to-1

There are significant pay-offs - as well as penalties - associated with Customer Experience quality in today's marketplace, with widely loved brands with strong consumer feedback ratings enjoying an average shareholder return that was nearly 110 points...

983.  
Digital Transformation can boost the Customer Experience 
Most say so, yet they're lagging 5 months behind the leaders

There is a growing international consensus among business and IT decision makers that digital transformation efforts are critical initiatives, and yet IT teams are not being given the necessary resources and budgets and - as a result - many are running...

984.  
Online marketplaces are at the start of most digital purchases 
But 69% have been put off by poor product descriptions

Consistent product experiences are vital in driving purchases, according to research from Inriver, exploring online shopping behaviours and preferences. The research report, entitled "Inside the mind of an online shopper", was based on a survey of...

985.  
Brands turn to contact centres to meet customer expectations 
Many are already embracing AI, chatbots, and social media

Consumers have raised their service expectations during the COVID-19 pandemic, and many enterprises are turning to contact center providers to keep customers coming back, according to a report from technology research and advisory firm Information...

986.  
Airline miles rewards drive credit card customer satisfaction 
American Express, Capital One and Discover ranked highest

In one of the clearest signs yet that businesses in America are ready to get back to normal, airline rewards once again have become one of the top drivers of small business credit card customer satisfaction, according to the J.D. Power '2021 US. Small...

987.  
6 Ways to super-charge B2B customer experiences 
Current events are influencing the B2B buying process

The customer experience gap between this year's winning and losing B2B brand has narrowed significantly, according to a global study from Merkle B2B which shows how the past 12 months have shaped B2B buyer preferences and brand experiences. "A year ago...

988.  
Consumers increasingly selective with the data they share 
Brands are expected to provide personalised data controls

Increasing data privacy regulations and changes from Apple and Android give consumers greater transparency and control over the personal information they share with brands, which predictably is resulting in the demise of third-party data. To help...

989.  
Customer Experience is key digital transformation driver 
Nine out of ten insurance leaders in Europe agreed

Demand for improved customer experience is the top driver of digital transformation in Europe's insurance industry, but with growing digitalization, insurers report increasing security vulnerabilities, according to the second annual 'ISG Pulse of the...

990.  
Half of service agents admit to botching customer service calls 
And outdated technologies are causing customer frustration

More than half of customer service agents say they botch how they record customer requests during service calls, with nearly 40% admitting they regularly fail to understand their customers' needs because they get distracted, according to research from...

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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