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What Service Factors Matter Most to Banking Customers?
Source: Pegasystems [download page] Notes: Banks are perceived to be one of the top industries in terms of high-level customer service, according to a Pegasystems study, ranking only behind hotels and...
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Customer Journey Analysis A Rising Force In Conversion Rate Optimization
Customer journey analysis is on track to become one of the most commonly used methods to improve conversion rates, and is now rated the most valuable method by users, according to the latest annual...
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Top 10 Marketing Charts of the Month – November 2015
This month’s quick-hit set of top charts includes the following topics: teens’ preferred media activities; the demographics of device owners; Millennials’ top phone activities; key CRO methods; B2B...
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Most Effective – and Challenging – Lead Nurturing Tactics
Source: Ascend2 and its Research Partners [download page] Notes: The creation of relevant content is considered both the most effective and the most difficult online lead nurturing tactic, according to...
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Marketers’ Data Collection and Consumers’ Willingness to Share “At Odds”
Source: SAP hybris / Forrester Consulting [download page] Notes: About three-quarters of consumers surveyed worldwide report being somewhat or very comfortable with companies using data about them to...
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Why Do Consumers Share Content Online?
Almost two-thirds (64%) of consumers surveyed across 6 countries – including three-quarters in the US – share content online, per new data shared by Adobe from its State of Content report [pdf]. Among...
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Email Marketers’ Most Important Initiatives in 2016
Source: StrongView [pdf] Notes: Email marketers are much more focused on increasing subscriber engagement in the year ahead than they are on growing their list, per results from a recent Strongview...
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Top 25 Marketing Charts of 2015
2015 brought with it the emergence of new trends along with the continuation and acceleration of others. This collection of our most popular charts of 2015 covers some of the year’s biggest stories and...
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As the Mobile Market Matures, What’s the Outlook for Consumer Tech?
Mobile application usage – defined as the number of mobile application sessions, where a user opens an app and records a session – increased by 58% in 2015, reports Flurry in its latest annual report...
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Friday Research Wrap, 1/15/16
Advertising, marketing and media executives around the world are bullish on the prospects for mobile marketing spending this year, with almost half (45%) expecting buying and spending growth of at...
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How Has Marketers’ Ability to Reach and Engage Customers Changed?
Over the past 5 years, marketing has had to more closely align with sales, service and support to truly connect the customer experience, say respondents to a new study [download page] from the CMO...
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Holiday 2015 Data Hub (Updated)
Retail sales over the holiday season grew by 3% to $626.1 billion last year, below the forecasted growth rate of 3.7%, reports the NRF, which also noted that non-store holiday sales grew by 9%....
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How Are Companies Building Content Personalization Capabilities?
Many companies are having trouble delivering personalized 1:1 content across various touch points such as web pages, and e-commerce channels, and mobile applications, email and social media are the...
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Where Do Marketers See Their Most Exciting Digital Opportunities Today And in...
Optimizing the customer experience continues to be the most exciting digital opportunity available to company marketers today, according to results from the latest Digital Trends report [download page]...
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How Marketers Are Planning to Accelerate Personalization Strategies
Source: CMO Council / Microsoft[download page] Notes: Marketers will be turning to analytics and lifecycle management tools (49%) and personalization platforms (47%) to accelerate their personalization...
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Top 10 Marketing Charts of the Month – February 2016
This month’s quick-hit set of top charts includes the following topics: most exciting digital opportunities; top smartphone activities; biggest mobile shopping problems; peak app usage times; inactive...
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Friday Research Wrap, 3/11/16
US radio advertising revenues have been mostly flat in recent years, with the RAB’s latest revenue report showing a 1% decline in 2015. While digital increases have been slowing, continued growth in...
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What’s Driving the Growth of OTT Services?
A majority of adults in the US and Canada use at least one monthly subscription service such as Netflix or Amazon Prime to watch movies or TV shows, per results from Digitalsmiths’ latest quarterly...
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What Do US Consumers See As Their Core Drivers of Satisfaction With Companies?
Value, customer service, product quality and trust are among the core drivers of US consumers’ satisfaction with companies, per results from Accenture Strategy’s latest annual Global Consumer Pulse...
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What Do Top-Performing Marketers Do Differently?
Top-performing marketing teams commit to the customer journey and the customer experience, collaborate with other business units and enjoy buy-in from their executive leadership, according to...
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