January 16th, 2018 by Sam Del Rowe

Self-installation of home electronic devices is preferred by 71 percent of consumers, according to a study by TechSee, a company that uses artificial intelligence and augmented reality to streamline technical support. The research also found that while 67 percent of consumers self-installed home electronics in the last 12 months, 30 percent had to abandon their efforts mid-process to consult customer support.

This figure is concerning given the study’s findings on consumer sentiment towards technical support. 68 percent of consumers will spend more than 15 minutes attempting self-installation in order to avoid contacting a call center, with 70 percent saying that they would rather visit their dentist than have to wait for a technician. At the same time, 59 percent reported not finding the installation process easy.

The study also yielded findings on how consumers would like to receive support. 71 percent preferred “visual guidance” such as pictures, videos, and visual prompts over other methods such as user manuals or online forums. Additionally, the majority of respondents indicated that they prefer to receive instructions via their smartphones. These preferences suggest that companies need to rethink the ways in which they deliver customer support.

January 9th, 2018 by Sam Del Rowe

Just 11 percent of marketers claim that they can personalize all content in real time, according to a study from Yes Lifecycle Marketing.

The report yielded a number of other findings that suggest that marketers have substantial room for improvement when it comes to personalizing their efforts. 27 percent of marketers can execute basic personalization tactics, such as using a customer’s name or birthday. Another 26 percent can personalize based on browsing or purchase history, but say that doing so is tedious. Additionanlly, 17 percent stated that they cannot personalize content because they have trouble collecting and analyzing data.

The report also found that two in five marketers don’t tailor their initiatives based on age. Doing so is especially important when engaging with younger consumers, as 45 percent of centennials (ages 18 to 21) and 49 percent of millennials (ages 22 to 37) make purchases based on the level of personalization in a brand’s email content.

“Personalization isn’t limited to a customer’s name; and marketers who go beyond this simple data point in order to customize communications will reap the benefits,” Michael Fisher, president of Yes Lifecycle Marketing, said in a statement. “Marketers should tailor content to their customers’ habits and demographics. Fairly easy-to-implement adjustments, such as triggered campaigns and lifecycle messaging, will go far.”

January 4th, 2018 by Sam Del Rowe

Americans are highly interested in purchasing products directly from TV commercials and programs using their remotes, according to a study from Connekt, an artificial intelligence technology company focused on TV advertising. More specifically, 76 percent of respondents said that they would shop through their TVs in real time if it were an option. Additionally, 65 percent indicated that they would be most likely to purchase products highlighted in TV ads, while 35 percent said that they would do the same for those featured in TV shows.

Convenience, cited by 74 percent of respondents, was the biggest draw of buying products via TV. It was followed by the ability to buy an appealing product immediately, cited by 66 percent of respondents.

As for which products consumers would be most likely to buy through their TVs, household goods such as cleaning supplies and cosmetics took the top spot, with 76 percent of respondents citing products in that category. Consumer electronics were a close second at 67 percent, followed by clothing and home and garden at 47 percent and 44 percent respectively.

“TV remains [the] most prolific way for brands to reach consumers, and smarter TVs mean smarter advertising where brands can move consumers from awareness to a transaction without ever leaving their TVs,” Tripp Boyle, senior vice president at Connekt, said in a statement.

December 7th, 2017 by Sam Del Rowe

88 percent of organizations worldwide plan to drive employee behavioral changes related to GDPR compliance via training, rewards, penalties, and contracts, according to a study from Veritas Technologies, a multi-cloud data management company.

The study produced several additional findings related to how organizations plan to address GDPR compliance. 91 percent admitted that they do not currently have a culture of good data governance or GDPR compliance. Additionally, 47 percent reported that they will add mandatory GDPR policy adherences to employment agreements, while 25 percent would consider withholding benefits—including bonuses—from non-compliant employees. Furthermore, 34 percent reported that they will reward employees for complying with GDPR policies.

“Data is one of the most critical assets within an organization, yet many businesses are struggling to implement good data hygiene practices—and that often starts with employees,” Mike Palmer, executive vice president and chief product officer at Veritas, said in a statement. “However, our research shows that businesses are getting serious about driving cultural change within their organizations.”

November 30th, 2017 by Sam Del Rowe

People are more likely to share a life milestone on social media than in person, according to research from Sprout Social, a provider of social media management, analytics, and advocacy solutions. More specifically, 80 percent of people reported using social media to share a life milestone, compared to 75 percent doing so in person, 71 percent doing so via text, or 71 percent doing so by phone.

The research also found that people are open to mentioning brands when sharing milestones on social media, presenting a major opportunity for companies to increase their visibility and engage with consumers during important moments in their lives. More specifically, 47 percent of people said that they would include a brand in posts about holiday celebrations, with 43 percent doing the same for a travel or vacation milestone, and 35 percent for a personal accomplishment. Furthermore, 29 percent said that they would mention a brand in more personal moments such as engagements or weddings, with 30 percent reporting that they would do the same for family milestones such as having a baby, and 30 percent saying they would do so for posts about buying a home or relocating.

“Now more than ever, people are sharing major life milestones and special moments in their lives on social,” Andrew Caravella, VP of strategy and brand engagement at Sprout Social, said in a statement. “The burgeoning opportunity is for brands to connect with people by encouraging them to celebrate, commemorate and share those major moments with the people, products and services that helped along the way. When used authentically and effectively, brands can weave together people’s natural inclination to share with inspiration for user-generated content, cultivating brand loyalty and advocacy in the process.”



 
RSSFeed

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us
PRIVACY/COOKIES POLICY