European consumers feel they have more power over businesses, and are increasingly willing to use it, research from Quadient – formerly GMC Software – has revealed. In a Lightspeed survey of 8,061 adults in the UK, France, Germany and the Netherlands, more than three quarters (76 percent) of respondents said they would switch from a business that doesn’t meet their customer experience expectations. Continue reading 76 percent of European consumers will ditch businesses that don’t meet their customer experience expectations, Quadient research shows
Category Archives: Market Research
Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do
According to a new study released by Twilio, 81% of consumers complain that it is difficult to communicate with businesses, but only 34% of businesses acknowledge room for improvement. While most businesses focus their efforts on delivering a great product, too few businesses recognize the significant impact the communications experience has on their brand and revenue. Continue reading Twilio Study Finds Businesses Do Not Communicate As Well As They Think They Do
Are Mobile Devices Taking Over Online Shopping?
Not according to the latest consumer research by leading global customer experience and business process outsourcing business, Webhelp. According to the 500 UK consumers surveyed, traditional desktop or laptop computers accounted for almost two thirds (65%) of online shopping purchases, with less than a quarter of people (23%) saying they used a smartphone and just 12% saying they had used a tablet for their most recent online purchase. Continue reading Are Mobile Devices Taking Over Online Shopping?
C-suite facing challenges in fulfilling customer engagement strategies
CxO professionals are being held back from successfully fulfilling their customer engagement strategies, despite viewing customer service as a definitive competitive differentiator. This is according to new research from Aspect Software, who suggests that the C-suite must work hard to communicate to the Board the importance of customer service in an organisation. Continue reading C-suite facing challenges in fulfilling customer engagement strategies
Online retailers in the dark about ‘vampire’ shoppers
Night-owl UK consumers are indulging in evening shopping more than ever before with 26% making their online purchases after 8.30pm. Perhaps driven by the pressures of hectic schedules and long working hours, more and more people are shopping online and later in the day when they have got home, fed the family and finally have a bit of ‘me’ time. Continue reading Online retailers in the dark about ‘vampire’ shoppers
Next IT Study Shows People Are Increasingly Relationship-Driven with Artificial Intelligence
Next IT, the provider of conversational AI for the Global 5000, announced the findings of a computation and language study conducted by its own Research and Innovation Team. The study, “An Annotated Corpus of Relational Strategies in Customer Service,” is the first to investigate the effect of relational language on Intelligent Virtual Agents (IVAs). Continue reading Next IT Study Shows People Are Increasingly Relationship-Driven with Artificial Intelligence