Customer Experience


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Shoppers' State of Mind Affects Customer Experience

Jun 20, 2018

Emotions play a role in shopping behavior even if consumers don't think that they do. According to a recent survey of UK and US internet users by analytics firm Clicktale, 78% of respondents believe they are rational when they shop. Yet 40% said they shop to calm down, and 74% have "stress-shopped" in the past.

Getting Customer Experience Right

Jun 18, 2018

Marketers have never had more data about their audiences, or more tools to wrangle that data and make it actionable. But the ideal of a data-driven brand experience, tailored for each customer, is still far from a reality for most marketers who struggle to make omnichannel, real-time connections and deliver meaningfully personalized offerings.

Digital Factors Influence Customer Experience

Jun 08, 2018

Every interaction with a consumer is an opportunity for a company to build and develop a long-lasting connection. Personalization and digital experiences hold sway, but traits like integrity and effort are also respected.

Committing to Customer Engagement

May 31, 2018

In the latest episode of "Behind the Numbers," eMarketer analyst Lauren Fisher talks about what customer engagement is and why it matters.