This report from customer engagement and analytics software provider Calabrio includes responses from more than 3,000 consumers in the U.S. and U.K. about the customer experience journey, and what motivates them. The findings are clear: human nature is how customers think, feel and act — and it drives their digital behavior. To gain their loyalty, customers should feel heard and have an emotional attachment to the brand, and that can only be created through the human connection.
Customer service has become a key component of customer lifetime value, so retailers need to invest in service options providing choice and convenience to customers. Radial and CFI Group surveyed 500 online shoppers to better understand their experiences throughout the customer service journey. Download the infographic and report now.
According to metrics from the DynamicAction Retail Index: Spring 2018, an in-depth analysis of over $8 billion in consumer transactions in the U.S. and Europe (from January through Memorial Day 2018), North American consumers this year were not only increasingly shopping — and buying at full price — on their mobile devices, but also equating nearly every major or minor holiday with sales, expecting promotions, markdowns and free shipping at every turn.
This global consumer insights study from Radial explores a variety of elements that impact the delivery process, including cost, location, communications and more. Radial surveyed more than 3,000 online shoppers in the United States, United Kingdom and Canada to understand consumer attitudes as it relates to package delivery. The results found that speed and affordability top the list of consumer fulfillment priorities, and that over a third of global online shoppers (39.7 percent) report challenges receiving their online orders. E-commerce is only going to grow and diversify. Based on a 2017 survey by ASCI, more than 40 percent of U.S. consumers purchased items online several times per month. The same survey projected U.S. e-commerce sales will double from 2016 to 2020. This study from Radial explores these trajectories and will help retailers better understand issues related to retail fulfillment and delivery trends.