According to the 2012 American Express Global Customer Service Barometer, three in five customers believe that businesses have not increased their focus on customer service. Nearly one in three people surveyed felt that businesses were doing less than they had [...]
Can’t get enough of infographics? They’re just so handy! Here’s one from Milo (which compiled research from a study done by SearchEngineLand.com and one by eMarketer.com) on how consumers are looking for and finding local small businesses, as well as the impact [...]
If your CEO, CMO, CFO (pick a C) hasn’t breathed the term ROI down your neck more times than you can count, we want to know where you’re working! But really, s/he has good reason to – at the end [...]
Retaining existing customers is always cheaper than recruiting new ones. According to Chris Wagner, VP of Marketing for InfoCision Management Corporation, retention is six to 10 times cheaper than recruiting. But don’t confuse what a loyalty strategy is all about. [...]
Mother’s Day is a holiday made for online shopping. While many of us may not live with our mums, we can surely still think of them and send them something special – particularly when our favorite retailers keep making it [...]
In today’s multi-channel marketing world, data is almost an afterthought. Of course you’re going to rack up a whole bunch of data if you’re selling products through digital channels. But how do you use that data, and what does it [...]
By Neel Grover, Special to the eTail Blog It’s true – thank goodness: we are slowly inching toward a healthier economy. Recent surveys such as one conducted by the University of Michigan indicate an uptick in consumer spending alongside consumer [...]
In a new national survey conducted by Great Clips Salons, a salon network with more than 3,100 salons throughout the United States and Canada, employing nearly 30,000 stylists, found that – wait for it… People hate to wait. The survey [...]
Thanks to the proliferation of social media and viral video, one customer’s experience can suddenly become every customer’s experience. Top retailers know that the voice of the customer (VOC) has become more important than ever before. Managing every customer’s encounter [...]
There are a lot of routes you could take in attempting to nail a customer experience strategy for your organization. How do you know what’s the right answer? What efforts will bring better brand recognition, increased loyalty and a proven [...]
Twitter
Facebook
LinkedIn
Comments