As marketers and communicators are aware, the post-pandemic era has been tough for building brand loyalty. From CX to CSR, consumer expectations continue to rise. Add inflation and recession worries to the mix, and it’s safe to say that 2022 kept marketers scrambling...
4 important benefits of tracking small business metrics
If you want to make your small business venture successful, you need to focus on delivering quality products/services in a timely manner. Assessing whether you’re meeting the needs of your customers is something you should view as a priority. Instead of guessing about...
New customer engagement study finds seismic changes in loyalty rankings
New research from loyalty and customer engagement research consultancy Brand Keys finds that shifts in loyalty drivers are fundamentally changing the face of brand loyalty. The firm’s new study reveals a radically widening gap between customer desire and brand...
5 significant trends in CX and omnichannel communications for 2023
Recent research from Forrester and others has shown that better customer experience leads to higher revenue growth. As the world enters a more challenging economic climate, cloud communications platform Infobip has identified five top trends for customer experience...
What consumers really want (and don’t want) from customer support agents
New research from customer service firm Intercom affirms that the way companies talk to their customers can significantly impact retention and business growth, revealing that three in four consumers say “communication that makes them feel valued” is a top or the most...
Marketing trends in 2023: Comms leaders say they will focus on loyalty and authenticity
As the new year begins in a landscape of increasingly saturated marketplaces, both in-house and agency marketing leaders alike are in agreement: In 2023, brand loyalty and authenticity will be king, according to new research from marketing intermediary The GO!...
Media planning strategy: How to get your message to the masses
A media plan can be hugely beneficial when rolling out a new brand, product, service, or campaign. It can give you a solid process to abide by and helps get the team on the same page. What’s more, it ensures your marketing message is not lost and reaches the right...
As Big Retail drops the ball on CX, opportunity is ripe for SMBs in 2023
Consumers' loyalties certainly aren't etched in stone as we enter the new year—in fact, only 12 percent of respondents to a new survey from marketing automation firm ActiveCampaign said big-box retailers exceed their overall customer experience expectations, signaling...
Most marketers lack the digital infrastructure to deliver mature hybrid CX
The last few years have completely upended the way customers want to interact with companies, and 7 in 10 consumers now want a blend of both physical and digital channels—but new research from the CMO Council reveals that most marketers are still struggling to adapt...
7 steps to announce (and celebrate) the launch of a new website
Creating and launching a new website is an impressive milestone, and announcing it is a great PR opportunity. However, with so many potential angles and marketing strategies to use, it's natural to feel intimidated. What are the best ways to announce and celebrate the...
How intelligent chat helps B2B marketers increase lead generation, improve sales conversions
New research from conversational marketing platform Botco.ai finds that 85 percent of B2B companies that conduct demand generation campaigns also leverage chatbots or conversational marketing agents to support those campaigns—to great success in most cases. According...
4 direct marketing trends positioned to boost ROI in 2023
In 2023, companies have the opportunity to gain a larger slice of market share as the newest generation of spenders, Gen Z, has an estimated $360 billion in buying power. With this in mind, marketers will be focusing on retaining their current customer base while...