Stat Watch: Loyalty Numbers to Leverage
Each month Website Magazine showcases some of the more interesting statistics in its Stat Watch column. Review the data below to see what's on the minds of Internet professionals this month, or check out Website Magazine's special HOLIDAY 2013 STAT WATCH and stay in the know!
Companies are increasingly motivated to
implement a mobile customer service
strategy according to April 2013 research from
the International Customer Management
In fact, 40 percent of executives and managers say increasing loyalty is their biggest motivator for doing so. Following loyalty, improvements to customer satisfaction (36.5 percent) and customers asking for mobile support (35.7 percent) were the second and third most popular reasons to “go mobile.” The study painted a picture of how channels such as social media, mobile, and advanced self-service help shape and improve the customer experience, as well as first-contact resolution and customer engagement.
"Our research shows that only 25 percent of companies feel their customers are extremely engaged with their brand,” said Sarah Stealey Reed, the content director for ICMI in a July statement. “How can you fix that? Arm the agent with the knowledge, channels and tools they require to best service customers. And take advantage of the emerging channels. Mobile, social and self-service are the perfect vessels to fulfill the higher needs of today's agents and the greater demands of the connected customers.”
Email intelligence company Return Path released a report evaluating Gmail’s recent Tabs rollout. According to its analysis, Return Path found that Gmail users who are routinely engaged with marketing email are reading a slightly higher percentage of their marketing email now, roughly 60 percent, a 2.11 percent increase.
Results of a national survey of consumers commissioned by Campaigner, the CRM and email marketing brand of j2 Global, Inc., revealed that more than 37 percent of consumers were undecided about how mobile marketing emails impact them, and only about 6 percent of respondents made a purchase directly from a mobile device as a result of a promotional email received on that device.
An Internet Advertising Bureau (IAB) study found that 90 percent of consumers would recommend a brand to others after interacting with it on social media.
ExactTarget released an infographic in 2013 that reveals the biases that marketers have based on their own consumption habits. For instance, 10 percent of consumers without a smartphone use Twitter on a daily basis, but 48 percent of marketers use the social network every day. Additionally, 17 percent of marketers use Pinterest daily, but 25 percent of consumers with a smartphone access the social pinboard every day. Finally, 93 percent of marketers have made a purchase as a result of an email, as opposed to only 49 percent of consumers.