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Top Service Frustrations That Lead Customers to Abandon A Company
Source: [24]7 [download page] Notes: Almost half of consumers will abandon a company and move to a competitor within one day of having a poor customer service experience if price and products are of...
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Q4 Email Performance Seen Higher During Off-Peak Times
Source: Experian Marketing Services [download page] Notes: Brands continued to increase their email volume in Q4, with the 23.4% year-over-year increase representing the 13th consecutive quarter of...
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Subscription Video-on-Demand Penetration Nears Half of US Households
Source: Nielsen [download page] Notes: Some 48% of US households had access to a subscription video-on-demand (SVOD) service in November 2015, reports Nielsen, up from 42% a year earlier. SVOD...
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Which Key Smartphone Apps Grew Their Reach Last Year?
It was a strong year for Facebook-owned mobile apps, but not so for some other top applications, according to a MarketingCharts review of comScore data. Each month comScore publishes a ranking of the...
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CMOs Predict Budget Growth Despite Limited ROI Gains
CMOs in the US expect their marketing budgets to increase by an average of 6.9% over the next 12 months, according to the latest edition of the biannual CMO Survey [pdf] from Duke University’s Fuqua...
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Customer Satisfaction With the Retail Sector Slips Again
Source: American Customer Satisfaction Index (ACSI) Notes: Customer satisfaction with the retail sector has dipped for the second consecutive year, falling 2 points to a score of 74.8 (on the ACSI’s...
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Top Drivers For Launching A Branded Online Community
Source: Leader Networks / CMX Media Notes: Customer satisfaction and retention ranks as the most important driver for launching a branded online community, among both companies that already have...
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CMOs Finding More Success With Customer Acquisition Than Retention
CMOs in the US are more likely to project an increase in their acquisition of new customers (72%) than an increase in customer retention (56%) over the coming 12 months, according to the latest...
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Which Scenarios Do Consumers Believe Are Most Damaging to Corporate Reputations?
More than one-third (37%) of US adults have decided not to do business with a company because of something they learned about how the company conducts itself, and that figure rises to 57% among...
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US Social Network Penetration Forecast
Source: eMarketer Notes: For the first time this year more than half (50.3%) of the US population will use Facebook at least once a month, according to a recent eMarketer forecast. Of the 5 social...
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Friday Research Wrap, 2/26/16
Subscription video-on-demand (SVOD) services such as Netflix and Hulu account for almost two-thirds of all online video viewing, says RealityMine in reporting the results of USA TouchPoints eDiary data...
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Millennials’ Top Financial Goals
Source: Shullman Research Center Notes: Several demographic and attitudinal attributes of Millennials (18-34) differ by age band, per a new report from the Shullman Research Center, with these...
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Which Countries Have the Highest Rates of Smartphone Ownership?
Source: Pew Research Center Notes: Some 88% of adults in South Korea – including 100% of 18-34-year-olds – own a smartphone, making this the top country for smartphone ownership of the 40 surveyed by...
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CMOs Feeling Better Equipped to Handle Key Marketing Challenges
CMOs around the world are making strides in tackling their key marketing challenges, according to an IBM report. Based on 723 CMO respondents from IBM’s Global C-Suite Study, the survey results...
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What’s Mobile’s Influence In-Store?
Mobile devices and other digital technologies continue to have a growing impact on retail, including in-store shopping, according to a series of recent studies. In fact, digital’s influence on US...
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TV Everywhere Penetration Jumps in Q4 2015
Source: Adobe Digital Index (ADI) Notes: After growing incrementally for 3 consecutive quarters, TV Everywhere penetration among active pay-TV viewers jumped in Q4 to 17.4%, per Adobe Digital Index,...
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How Often Are Brand Emails Deleted Without Being Read?
Source: Return Path [download page] Notes: Roughly 1 in 10 (9%) of commercial emails sent by brands in 2015 were deleted without being read, according to a recent report from Return Path. The incidence...
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How Do “Overlooked” Gen Xers Feel About Advertising?
Gen X is the most influential generation, says Yahoo in a new study, but it’s also somewhat forgotten about, as America’s “middle child”. Citing data showing that Gen X has the highest median income...
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Top 10 Marketing Charts of the Month – February 2016
This month’s quick-hit set of top charts includes the following topics: most exciting digital opportunities; top smartphone activities; biggest mobile shopping problems; peak app usage times; inactive...
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What Do Ad Loads Look Like On Internet Radio?
Source: Xappmedia [download page] Notes: The average hour of internet radio included 2 minutes and 29 seconds of audio ads in Q4, reports Xappmedia, up close to 6% from Q3 but down from the...
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