Happy Monday, y’all! Ready for another great week, if you missed it check out my blogging recap for September, traffic up 21%!
Interesting data from XM Institute on how customer loyalty is impacted by CX. In short, they found that a very good customer experience greatly impacts how likely that customer is to purchase from and recommend a company. “The vast majority of consumers surveyed who rated their experiences with 319 companies tracked as very good indicated that they would purchase more from the company (94%) or would recommend the company (94%). Some 9 in 10 (89%) would trust the company after very good CX performance, while more than three-quarters (77%) would forgive a bad experience after such an experience. On the other hand, just 13% of those studied who reported a very bad experience with a company would recommend it.”
How Does Customer Experience Affect Loyalty Behaviors?
— Marsha Collier (@MarshaCollier) September 28, 2020
More than a third of consumers say their trust in brands grows after seeing its content alongside news. Additionally, the study from IAB found that 84% of consumer said their trust in brands grew or was unaffected when viewing this content. The larger question I would have is how is trust in the regular news content affected by seeing ads inserted alongside the news content? Personally, I tend to view sites as less credible if they are constantly mixing in ads alongside news.
— eMarketer (@eMarketer) October 1, 2020
Great recap of shopping trends for the Holiday season from Adobe and Avantis. I agree that shoppers are desperate for a return to normalcy, but also will be looking for deals and want an order online/pickup in stores option. Covid is absolutely changing shopper and consumer behavior, and smart companies are tracking these changes and adapting their service, support and offerings.
Results from a new study of 1,000 consumers, conducted by @Adobe and Advanis, aims to help marketers understand how to prepare for what buying habits are ahead in the not-too-distant future. #CX #marketing https://t.co/S8yeTy1AEM pic.twitter.com/OAwGco18zx
— Kelly Hungerford (@KDHungerford) October 5, 2020
There’s your Monday Marketing Minute, hope your week is off to a fantabulous start, see you tomorrow!