As we turn our sights to a recovering retail economy, one vestige of the COVID experience will be sticking around for the foreseeable future—customer service is now so important for retailers and marketers that a whopping 90 percent of consumers say they would not...
As it has for everyone else, the COVID experience has been catastrophic for business leaders and decision makers, but also an opportunity to learn more about their ability to adapt and manage key relationships. New research from leadership advisory and executive...
The COVID-19 pandemic has brought countless challenges to Americans over the past year. From the everyday issues of social distancing, sickness and childcare, to the financial issues of concern over jobs / personal finances and understanding the stimulus – the past...
Not surprisingly in a still-COVID-entrenched world, most consumers remain wary of travel, and new research from CX software provider Redpoint Global finds that 67 percent are expressing frustration at receiving vacation offers when they are unable (or unwilling) to...
Retailers, consumer goods, and travel companies are shifting from reacting to the COVID crisis to reinventing products and services—illustrating how the pandemic has accelerated demand for innovation, according to new research from professional services firm...
Prior to joining Burson-Marsteller, my first PR job was with a political agency, where I learned on-the-job lessons not taught in communication’s schools about how to deal with the media and approach problems that could change on a daily basis. I have long said that...
How are marketers and communicators revamping their strategies after facing and mitigating the disruption caused by the COVID-19 pandemic? New research from Nielsen finds that while marketers at organizations of all sizes rank customer acquisition as their top...
With imposed lockdowns sending people into isolation during the last year of COVID, new research from cloud CX and contact center solutions firm Genesys reveals a declining state of human connectivity, with 2 in 5 people feeling less connected to others than before...
Taking a look at COVID lockdowns and resulting business impact a year into the pandemic, a new survey of small businesses owners from marketing firm PostcardMania aimed to gauge how they have fared through the crisis so far. Overall takeaways demonstrate small...
The COVID crisis has put customer experience (CX) and empathy center stage for brands and businesses. New research from on-demand human insights firm UserTesting shows that businesses fall into one of two categories—those doubling down on CX and those scaling back on...
Brands have been under pressure to take a stand on societal issues in recent years, and COVID hasn’t changed those expectations—if anything, the pandemic has upped the ante. New research from advertising and PR agency Brownstein, in partnership with The Harris Poll,...
As more vaccines are distributed, people are beginning to bounce back from lockdown fatigue and frustration and—for the first time since the COVID crisis set in—are ready to come out of isolation, according to new research from omnichannel CX company Harte Hanks...