consumer survey

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2017 Global State of customer service report

Published By: Microsoft Azure     Published Date: Apr 10, 2018
Prepare your business for the future of customer service. In a world where price and product can easily be matched, customer experience has become a key brand differentiator. It’s never been more important to understand customer expectations, perceptions, preferences, and trends. The 2017 Microsoft State of Global Customer Service report found that customer service impacts brand choice and loyalty for 96% of consumers around the globe. The 32-page report offers insights from 5,000 survey participants. Learn how you can stay ahead of the competition and earn customers for life with intelligent customer service. Find trend details and actionable data on: The growing importance of service in a customer’s choice of or loyalty to a brand The most important aspects of a good customer service experience The most frustrating aspects of a poor customer service experience Expectations of the millennial customer segment Channel preferences based on geography Customer expectations for self-serv
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Microsoft Azure

5 Reasons Personal Insurers Should Embrace Cognitive Computing

Published By: IBM     Published Date: Feb 26, 2016
"71% of consumers do some digital research before buying an insurance policy, and 26% of those surveyed had purchased their policies online. Insurance companies are investing in interactive websites, mobile apps, and analytics software to help them optimize their processes, increase sales, improve customer service, and boost their financial standing. But is this enough to keep up? As technology continues to advance, leading insurance companies are already looking ahead to the next big advance that will transform the industry: cognitive computing."
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cognitive computing, analytics software, ibm, insurance, process automation, business analytics, enterprise software, business technology
    
IBM

Accelerate growth with the ‘Cloud first Live Enterprise’

Published By: Infosys Limited     Published Date: Aug 02, 2019
The consumer packaged goods landscape is a sum of many complex and moving parts – a demanding and ever changing customer universe, with a subset of digital natives; a complex distribution system; and legacy IT systems from internal silos and mergers. In such a dynamic environment, we help our clients accelerate growth by transforming their organization to become a thriving Live Enterprise by augmenting their core digital capabilities. The cloud is an integral part of this digital transformation ushering CPG enterprises into a new era of hyper performance. Cloud promises to deliver several significant benefits including reduced costs, increased scalability, flexibility, and agility, leading to improved business performance and therefore growth. To better understand the specifics of cloud initiatives, we surveyed 167 senior executives from organizations in the CRL industry, with over USD 1 billion in revenues across the United States, Europe, Australia and New Zealand. Download thi
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Infosys Limited

Adobe 2013 Mobile Consumer Survey Results

Published By: Adobe     Published Date: Nov 07, 2013
Using mobile sites, apps, and emerging technologies to build loyalty.
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adobe, mobile consumer survey, mobile devices and tablets, digital marketers, market segmentation, tablet-specific strategies, mobile websites, applications
    
Adobe

Banking Personalization In the Age of the Mobile Customer

Published By: SundaySky     Published Date: Mar 06, 2018
The world is mobile. People communicate with each other on their mobile phones, they stay on schedule with the help of their smartwatches, and, perhaps most importantly, they interact with brands via mobile apps. Therefore, it’s important for brands to focus on their mobile experiences. To investigate the preferences and behaviors of consumers when using mobile applications within the U.S., SundaySky conducted an online survey with 226 total respondents.
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SundaySky

Building the Smarter Warehouse: Warehousing 2020

Published By: Zebra Technologies     Published Date: May 02, 2018
The exponential growth of omnichannel shopping and ever-burgeoning demand for faster merchandise deliveries is redefining the supply chain’s distribution of consumer products goods. A seminal shift in how shoppers increasingly buy via multiple touch points — online from desktop computers, mobile devices and in-store — has created the need for the “smarter” warehouse to serve today’s connected consumer. As retailers look to merge their brick-and-mortar and online operations to cut costs and boost efficiency, warehouse management systems must keep pace. For this report, Zebra Technologies analyzed the state of the warehousing marketplace among firms in the US and Canada with at least $15 million in annual revenues. The online survey asked IT and operations personnel in the manufacturing, retail, transportation and wholesale market segments to share their insights and business plans over the next five years, in light of a rapidly changing industry.
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warehouse, merchandise, delivery, demand, devices, computers
    
Zebra Technologies

Building the Smarter Warehouse: Warehousing 2020

Published By: Zebra Technologies     Published Date: Aug 09, 2018
The exponential growth of omnichannel shopping and ever-burgeoning demand for faster merchandise deliveries is redefining the supply chain’s distribution of consumer products goods. A seminal shift in how shoppers increasingly buy via multiple touch points — online from desktop computers, mobile devices and in-store — has created the need for the “smarter” warehouse to serve today’s connected consumer. As retailers look to merge their brick-and-mortar and online operations to cut costs and boost efficiency, warehouse management systems must keep pace. For this report, Zebra Technologies analyzed the state of the warehousing marketplace among firms in the US and Canada with at least $15 million in annual revenues. The online survey asked IT and operations personnel in the manufacturing, retail, transportation and wholesale market segments to share their insights and business plans over the next five years, in light of a rapidly changing industry.
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fulfillment, vision, study, technology, manufacturer
    
Zebra Technologies

Chat with Chatters - Why Consumers Choose to Chat with Retailers

Published By: LogMeIn     Published Date: Aug 27, 2013
While a lot of research has been done on the effectiveness and benefits of live chat, the customers voice is rarely heard. This report, written by Lauren Freemann from the e-tailing group, examines the customers' view on live chat and presents a deep insight into why consumers choose live chat. Findings include the key reasons for choosing live chat over other communication channels, best practices for deploying live chat successfully and key insights from the Annual Merchant Survey, a report that explores the merchants perspective of live chat implementations.
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chat with chatters, consumers, retailers, chatting, logmein, customer support, e-tailing, merchants
    
LogMeIn

Cisco IBSG Survey: Wi-Fi Challenges, Opportunities

Published By: Cisco Systems     Published Date: Oct 01, 2013
What are consumer expectations for service providers (SPs) today? Cisco® Internet Business Solutions Group (IBSG) surveyed 14 SP executives to understand the new mobile landscape. See how your Wi-Fi strategy aligns with the findings. Read report.
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wi-fi, cisco internet business solutions, mobile, best practices, trends, business strategies, telecommunication, wireless
    
Cisco Systems

Consumers Love Local: Small Retailers Have the Edge

Published By: G/O Digital     Published Date: Sep 13, 2016
• Getting and staying in front of shoppers is key. 55 percent of respondents would be somewhat to very likely to click on a retargeted ad from a previous website they had visited. • Reviews make a difference to the consumer. Only 8 percent of respondents said online reviews never factor into their decision to purchase at a local retailer. • Relevant Facebook ads work for local retailers. Almost 1 in 2 respondents would be likely to click on a Facebook ad that aligns with their personal needs and interests.
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retail consumers, local stores, consideration phase, repeat customers, consumer survey, social media, facebook ads
    
G/O Digital

Customer loyalty in the era of eCommerce: Riskified’s consumer survey revealed

Published By: Riskified     Published Date: Oct 07, 2019
Customer loyalty in the era of eCommerce: Riskified’s consumer survey revealed
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Riskified

Customer Success Story Jason’s Deli

Published By: Cherwell Software     Published Date: Apr 07, 2016
Recently awarded Best Sandwich Menu Variety from NRN’s Consumer Picks Survey, Jason’s Deli is known for providing healthy menu options and excellent customer service to millions of customers each year. Their goal is to delight customers and create a positive experience every time. The Jason’s Deli IT department is no different. IT sets the same high standards for service delivery as Jason’s Deli does in their restaurants. IT partners with all areas of the business and wants to be “easy to do business with.”
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best practices, customer support, business intelligence, business optimization, business integration, business management
    
Cherwell Software

Design Matters: How To Create The Optimal Mobile Shopping Experience

Published By: Mobify     Published Date: Apr 14, 2015
Over two-thirds of US consumers under 50 say they would be happy if shopping evolved into a mobile-only experience, recent survey research found. Is your brand designing its mobile experience for a near future in which you may be engaging with your customers exclusively via smartphone, tablet or watch? In this guide, we draw on our experience creating mobile shopping experiences for some of the world’s leading brands to help you optimize the design of your mobile presence and improve engagement with your customers. Design matters for mobile. The user experience of your website and app can make the difference between driving revenue and driving customers away.
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mobile shopping, mobify, customer experience, customer retention, mobile-only experience
    
Mobify

E-Commerce in Canada

Published By: Bronto     Published Date: Jul 10, 2017
Canadian consumers have made shopping online an established behavior—80% did it last year—and many online retailers are interested in selling to them. That’s because they see opportunity. The product selection and retailer options Canadians ?nd online with merchants based in Canada trail their expectations, and that leads many to look at international shopping options. 67% of Canadian online shoppers purchased from a foreign e-retailer last year, according to PayPal Inc., making Canada the seventh-highest nation for cross-border online shopping among 29 surveyed.
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e-commerce, canada, consumers, e-retailer, customer expectations
    
Bronto

From Social Media Hype to Marketing: 3 Steps toward Building Stronger Customer Relationships

Published By: IBM     Published Date: Aug 20, 2013
When 83 percent of online consumers participate in social media, it is no surprise that, like bees to honey, marketers are following suit. According to a recent IBM® Unica® survey of marketers, 47 percent of respondents say they currently use social media marketing tactics; in North America, that number jumps to 58 percent. Yet, for all the rush, many marketers are wondering, “where’s the gold?” The IBM Unica survey found that 48 percent of marketers admit that their social media marketing efforts are totally siloed, frustrating their attempts to create richer customer relationships.
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social media, social media analytics, marketing analytics, marketing data, crm, customer relationship management, web service management, business technology
    
IBM

From Social Media Hype to Marketing: 3 Steps toward Building Stronger Customer Relationships

Published By: IBM     Published Date: Aug 20, 2013
When 83 percent of online consumers participate in social media, it is no surprise that, like bees to honey, marketers are following suit. According to a recent IBM® Unica® survey of marketers, 47 percent of respondents say they currently use social media marketing tactics; in North America, that number jumps to 58 percent. Yet, for all the rush, many marketers are wondering, “where’s the gold?” The IBM Unica survey found that 48 percent of marketers admit that their social media marketing efforts are totally siloed, frustrating their attempts to create richer customer relationships.
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social media, social media analytics, social media marketing, ibm, unica, crm, customer relationship management, top-line marketing strategy
    
IBM

Fulfillment in a Multichannel Retailing Environment

Published By: hybris software     Published Date: Aug 01, 2012
Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
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multichannel, retailing, multichannel retailing, technology considerations, hybris, pos, point of sale, print
    
hybris software

Healthcare Consumer Survey

Published By: Reputation.com     Published Date: Feb 26, 2018
Brand perception begins online, with the local online reputation of doctors, clinics and hospitals. In late 2017, Reputation.com set out to understand how consumers use the internet to look for healthcare services online, particularly when interacting with healthcare-related ratings and reviews. We surveyed healthcare consumers across the U.S. in a representative range of demographic groups for answers to some key questions: • What are consumers and patients really looking for in online reviews? • What ratings and review factors are most important when choosing a doctor? • What sites are most used and trusted for this information? Findings confirmed that online reviews are an essential part of the healthcare consumer’s decision-making. In this report, we’ll look at the key findings in detail
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Reputation.com

Healthcare Consumer Survey: The impact of online reviews on selecting providers

Published By: Reputation.com     Published Date: Jun 29, 2018
Brand perception begins online, with the local online reputation of doctors, clinics and hospitals. In late 2017, Reputation.com set out to understand how consumers use the internet to look for healthcare services online, particularly when interacting with healthcare-related ratings and reviews. We surveyed healthcare consumers across the U.S. in a representative range of demographic groups for answers to some key questions: • What are consumers and patients really looking for in online reviews? • What ratings and review factors are most important when choosing a doctor? • What sites are most used and trusted for this information? Findings confirmed that online reviews are an essential part of the healthcare consumer’s decision-making. In this report, we’ll look at the key findings in detail.
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Reputation.com

How Millennials and Baby Boomers are Shaping the Today and Tomorrow of Global Retail

Published By: Oracle Commerce Cloud     Published Date: Sep 06, 2017
" How Millennials and Baby Boomers are Shaping the Today and Tomorrow of Retail The Power and The Money - Get latest trends on global consumer shopping behavior across online, mobile and in-store channels - Read what differentiates millennials from baby boomers - Learn how to give every individual the experience they are looking for so nobody is left behind - Surveyed: 13,250 consumers, 12 countries - Australia, Brazil, China, France, Germany, Italy, India, Japan, Mexico, Russia, UK & USA "
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Oracle Commerce Cloud

How to Turn Patients into Digital Advocates

Published By: Reputation.com     Published Date: Oct 02, 2017
1. Meet the new healthcare consumer The consumerization of healthcare, major demographic shifts, and the migration to mobile and social media are tilting the balance of power away from traditional healthcare marketers and into the hands of potential patients. 2. Online reputation is the new competitive frontier for marketers Healthcare brands are no longer controlled by marketers. Patient feedback about doctors and facilities online is leading to total market transparency for healthcare consumers. CG-CAHPS surveys only go so far in providing social proof. 3. Healthcare branding is becoming hyper-local In the search for providers, all branding is local – at the level of individual practitioners and facilities. Proliferating points of presence on the web make this a challenge that requires technology. But healthcare marketers who scale online review volume and quality will be rewarded with higher search visibility. 4. Business implications Online ratings and reviews stand between everyth
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Reputation.com

How Virgin Mobile USA Used an Online Community to Connect with the Ever Changing Consumer

Published By: Vision Critical     Published Date: Jun 23, 2009
When times get tough, people re examine old habits and brand loyalties. Consumers are more conscious about spending their hard earned money and their tastes shift dramatically as they cut back. Virgin Mobile USA was able to see exactly how their consumers were changing during the economic downturn by surveying their online community of customers. The panel brings together hundreds of customers to interact with the organization on a variety of issues. The results were so interesting that both Forbes Magazine and the Chicago Tribune wrote an article about the findings.
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virgin, mobile, online community, customer voice, customer data, crm, cost savings, vision critical
    
Vision Critical

IDC Report: Business Value of Stripe Payments Platform

Published By: Stripe     Published Date: Aug 06, 2019
Digital commerce is enabling businesses to rethink what they sell, how they sell, and where they sell. Fickle consumer and business buyers have come to expect an intuitive and instantaneous checkout process with multiple payment options. However, aging financial infrastructure and complex interdependencies between numerous parties make it difficult and expensive to accept payments online seamlessly and across markets and currencies. Stripe meets these challenges with an API-based payments platform that abstracts away the complexities around payment gateways, acquiring banks, and credit card networks. To understand the impact of Stripe’s products on processing online payments, IDC interviewed Stripe customers and surveyed hundreds of organizations around the world about how they currently process and manage online payments. KEY FINDINGS • Many organizations are using Stripe as a foundational platform for their online businesses, with many of those also using Stripe Connect to run thei
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payment security, payment processing, payment solutions, business analytics, platform as a service (paas)
    
Stripe

Leading Global Consumer Goods Manufacturer Expands Consumer Base Using Non-user Target Segments

Published By: WNS     Published Date: Jun 21, 2017
'Innovatively growing a consumer base, especially non-users' can be a challenging task for a CPG organization, looking for growth strategies in a world of discerning loyalty and fragmented markets. WNS designed a personalized consumer analysis framework that enabled a CPG major to successfully target non-user target segments, and enabled a two-fold growth in consumer base and revenue from sales.
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consumer survey, data set, u&a studies, analysis, non-users, price optimization, brand affinity, cpg
    
WNS

Live Chat Effectiveness

Published By: LogMeIn     Published Date: Jan 15, 2014
Today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.
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logmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency
    
LogMeIn
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