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US Companies With the Best and Worst Customer Experience Ratings in 2017
Supermarkets continue to lead the way in customer experience, while health plans are again among the worst-rated, according to the 7th annual customer experience ratings from the Temkin Group. Indeed,...
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Here Are Your Latest App Engagement and Retention Benchmarks
How well did mobile and web apps fare in user retention and engagement in the second half of 2016 – and how do the results compare to the first half of the year and earlier? Localytics offers some...
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How Marketers Feel AI Can Enhance SEO
Virtually all marketers (96%) believe AI can enhance SEO, according to a SearchDex survey of 100 marketers across industries. The biggest benefit cited was the ability to focus on SEO while AI analyzes...
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These Are the Fastest Growing E-Commerce Categories in the US
Jewelry & Watches stands out as the fastest growing retail e-commerce category in the US, with an impressive 39% year-over-year growth in 2016, per a study from comScore [download page]. Several...
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Smartphone Share of US Site Visits in 2016, by Industry
Smartphones once again ramped up their influence last year as devices used to visit websites, with their share of visits growing across key industries, reports Adobe Digital Index in its latest “Best...
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Top 10 Marketing Charts of the Month – March 2017
This month’s quick-hit set of top charts includes the following topics: email list growth and deliverability metrics; shopping around vs. loyalty; Millennials’ new media milestone; financial status, by...
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Retail Spending Surrounding Easter Forecast to Reach New Heights
Total consumer spending on Easter is projected to grow to $18.4 billion this year, representing a more than 6% rise from last year’s record forecast of $17.3 billion, according to the NRF. In the past...
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Consumers Have Mixed Feeling About AI’s Potential for Customer Service
Consumers aren’t convinced that AI can provide the same, or better level of customer service that a human can provide today, according to a Pegasystems survey. In fact, more adults surveyed across the...
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Teens’ Favorite Social Platform Is… Still Snapchat
Teens over the years have had some fairly fickle preferences when it comes to their social platforms. But it seems that Snapchat has some staying power with youth: not only does it remain their...
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Email Click Rates Continued Their Slow Decline in Q4 2016
North American email click rates dropped on a year-over-year basis in Q4 2016 once again, dipping slightly to 3.1%, per Epsilon’s latest quarterly report [download page]. That means that click rates...
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Retail Site Search Queries Are Getting Shorter; Most Are A Single Word
In a unique look at the all-important field of retail site search, a new study from SLI Systems [download page] reveals that the majority of search queries are only 1 word in length – and that the...
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Here’s When the Top Internet Retailers Are Most Active With Emails
The top internet retailers moved away slightly from Friday sends in Q1 2017 relative to the year-earlier period, according to an analysis from Email Aptitude. The distribution of sends by day of the...
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Baby Boomers Show Some Apathy Towards Digital CX Initiatives
Generational differences might play a larger role in attitudes toward digital innovations than company executives originally thought, according to research [pdf] from the IBM Institute for Business...
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Retailers Are Shifting From Google Text Ads to Shopping Ads And Seeing More...
For the first time in 2016, retailers spent a greater portion of their Google AdWords budgets on shopping ads (53%) than on text ads (47%), reports Sidecar in a new study [download page]. Google...
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Global Luxury Ad Market Set to Recover
After contracting by a marginal 0.5% last year, luxury ad spending across 23 key markets is set for growth this year and next, says Zenith in its latest forecast. The US, China and Japan will provide...
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Mobile Gains Primacy in US Digital Advertising: 3 Takeaways
By now you’ve probably heard the news: in their latest internet advertising revenue report [pdf] – covering 2016 – the IAB and PwC have revealed that mobile (finally) captured a majority share of...
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The NRF Tells Us to Expect Record Spending for Mother’s Day This Year
Mother’s Day spending will reach a new peak this year, says the NRF in a new forecast. And it’s not due to more celebrants: instead, the 85% of adults planning to celebrate this year will spend an...
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US Retailers Are Now Getting A Majority of Their Google Search Ad Clicks From...
Just recently we reported that retailers last year for the first time spent more on Google shopping ads than on text ads. Now, data from Merkle [download page] indicates that in the first quarter of...
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Data Illustrates the Impact of Load Times on Conversion Rates
Mobile page speeds in the US are lagging best practices, and a recent study from SOASTA [download page] (now part of Akamai) demonstrates how lengthier page loads can have a significant detrimental...
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Retail Brand Equity: Millennials More Favorable Than Boomers
The Harris Poll recently released its 29th annual EquiTrend Study, and newly-released analysis based on the research indicates that Millennials award higher brand equity than Boomers to most retail...
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