Average UK customer service issue takes nine hours to be resolved

Customer service workers.

Online brand management firm, Yext, has unveiled the results of a new, original survey that reveals the extent to which consumers are struggling to find accurate information from brands online.

The research surveyed 3000 consumers across Europe, including 1,000+ consumers in the UK, and found that on average, respondents say it takes nearly 9 hours for a typical customer service issue to be resolved. This is much higher than the expected time it would take to resolve an...

1 February 2023 | Customer Experience

47% of UK businesses are embarrassed by their website

Website design sketches.

UK companies are losing a considerable sum of money each year due to poor website experience despite spending a substantial amount on marketing technology.

This is according to research by Storyblok, a content management system (CMS) category leader that empowers both developers and content teams to create better content experiences across all digital channels

500 business leaders at mid-sized e-commerce companies in the US and Europe were asked a range of questions...

30 January 2023 | CMO

65% of consumers say personalisation earns loyalty in 2023

A global survey of 5,000 consumers reveals critical changes to consumer spending amid inflation and economic uncertainty.

These findings highlight current sentiment on spending and what it will take to earn consumer loyalty in 2023.

Retail, travel, hospitality, media and entertainment most at risk as consumers rethink spending 

Consumers are thinking more critically about where they will spend their money in 2023, with 81% saying they will reassess their...

26 January 2023 | Customer Experience

B2B social media marks huge growth with Tik Tok leading the pack

TikTok logo on a smartphone.

Meltwater has published a report revealing that the importance of social media is increasing among organisations as a result of the global economic uncertainty.

With brand awareness as a priority, more than half of the survey respondents (52%) stated that economic uncertainty has made social media a more important channel for their organisation.

While Facebook remains the most used social media platform for organisations, in terms of growth, the use of TikTok is rapidly...

24 January 2023 | Social Media Marketing

A quarter of companies believe their web platforms stifle sales

A quarter of respondents believe their company websites are costing them business.

This is according to a cross-sector survey conducted by Danebury Research and sponsored by Umbraco.

More than half of the survey participants said they need to extend website functionality by connecting to new technologies that enable analytics, personalisation and transactions. Almost a third (30%) report that their companies are paying for CMS features that will never be...

23 January 2023 | E-Commerce

Demand for mobile services booms, while consumer spend cools 

Someone walking in the snow.

data.ai (formerly App Annie), a mobile data analytics provider, reveals in its annual State of Mobile 2023 Report that demand for mobile apps accelerated last year while consumer spend shrank. Downloads grew to 255 billion (+11% YoY), and hours spent peaked at 4.1 trillion (+9% YoY).

Meanwhile, consumer spending across all app stores, including third-party Android marketplaces in China, slipped by 2% YoY to $167 billion as economic headwinds impact discretionary...

20 January 2023 | Mobile Marketing

21% of consumers never want to hear from retailers

A gnome holding a sign that says 'go away'

Just 16% of UK consumers think that retailers react to their feedback, despite 69% of businesses claiming to do so.

This is according to new data released by Emarsys, an SAP company. The company's research, which surveyed both consumers and retailers across the UK, highlights the struggle to keep up with customers and identifies a number of disconnects between the two. It found that 28% of UK consumers believe their feedback is being used purely for marketing purposes rather than...

19 January 2023 | Advertising

88% of agencies urge new digital channel adoption to drive ROI and growth in 2023

A plant growing in a glass full of coins.

Most UK media agency professionals (57%) are confident brands can drive growth with the right strategy. This boils down to one key recommendation: investment in emerging media. 88% agree their clients should be exploring new digital channels in 2023.

This was one of the conclusions from a study titled The Advertiser’s Guide to New and Emerging Channels in 2023 conducted by commerce media company Criteo.

The study of more than 800 senior media agency professionals...

17 January 2023 | Branding

Brightcove and Magnite boost ad monetisation for CTV and online video publishers

A pile of VHS tapes.

Streaming tech firm Brightcove has entered into a strategic relationship with independent sell-side advertising platform, Magnite.

Magnite will power advertising for any Brightcove customer, growing fill and delivery to increase customer revenue. Brightcove will also integrate the SpringServe ad server to provide publishers with greater control, insight, and transparency into available ad supply.

With thousands of customers globally, Brightcove has always supported...

12 January 2023 | Advertising

83% of marketers to prioritise investments in operational efficiency and hiring in 2023 

Someone taking a dollar out of a wallet.

Emplifi, a unified customer experience platform, today released a commissioned study conducted by Forrester Consulting on behalf of Emplifi, uncovering insights from 154 North American CMOs, marketing VPs, and directors responsible for CX, marketing strategy, paid media, or social media marketing.

The “Social Marketing Leaders Are In Critical Need Of Integrated Data And Agile Technology” study found that changing customer demands, macroeconomic pressures, and the need for an...

11 January 2023 | CMO