An uncertain economic environment and changing consumer behavior is causing a major shift in the retail industry, now underpinned more by customer experience and engagement than more traditional measures such as quality and price (although those features remain...
How comprehensive is your brand’s “talkability”? If your focus is overly digital—as many brands now embrace in the post-pandemic age—you may be missing the opportunity to engage an entire sector of conversation starters. New research from data and analytics firm...
As brands and businesses worldwide race to achieve their digital transformation goals, new research from the Infosys Knowledge Institute uncovers key obstacles companies are facing: Only 7 percent have the correct combination of culture and operating structure to...
How is today’s shaky economy impacting the going rates for brands working with influencers? New research from warm contact influencer network Intellifluence takes a deep dive into the industry, breaking down rates based on social network, number of followers, and...
In step with the speed of digital interactions, consumers have developed an equally short fuse when it comes to customer service. A recently released academic survey shows that Americans are exhibiting more customer rage than ever—they’re experiencing more product and...
At a time when cost-conscious consumers are faced with more choices than ever in a volatile environment and customer acquisition costs have soared to unsustainable highs, new research from customer engagement platform Braze examines engagement trends over the past...
New shopper insights research from retail marketing collective Acosta Group looks at the state of the natural/organic shopper, providing brands and retailers valuable information to drive growth in store and online. Natural and organic product sales continue to climb,...
It’s no longer just about your products and prices—two-thirds of consumers in a new survey report from customer and employee experience firm Medallia say that negative customer service interactions motivate them to consider switching to a competitor brand—a clear...
New research from end-to-end AI-first search and discovery platform Algolia explores the current usage, investment, and value of search, personalization, and hybrid retail strategies—revealing how retailers are investing in search to future-proof their eCommerce...
Despite the fact that billions of dollars are spent globally every year on diversity, equity, and inclusion (DEI) initiatives, new research from business strategy firm Boston Consulting Group (BCG) shows that business leaders have minimal insight into what works and...
The metaverse is here, and brands and businesses recognize the need to get ready to have a strong presence there by building their workforce competencies to maximize the opportunities. But while 7 in 10 business leaders (68 percent) say it’s important for their...
Comms pros are aware of the power of the online review in driving brand interest and sales, but new research from reputation management and brand intelligence firm Chatmeter suggests that reviews might be more influential than you thought—and may in fact offer brands...