What It Takes to Be a Favorite Travel Brand

We know there’s a high correlation between a brand’s customer experience score and its sales. But what, exactly, do market-leading travel brands like Expedia and Marriott do differently than their competitors to win the position of “favorite” in customers’ hearts? In Q1’17, Signal and Digital Ascendant conducted a survey of consumers to find out what …

What It Takes to Be a Favorite Retail Brand

We know there’s a high correlation between a brand’s customer experience score and its sales. But what, exactly, do leading retailers like Amazon and Target do differently than their competitors to win the position of “favorite” in their customers’ hearts? In Q1’17, Signal and Digital Ascendant conducted a survey of consumers to find out. When …

CMO Survey: Why Customer Identity Matters for Great Customer Experiences

A 2017 survey of CMOs reveals striking dichotomies in marketing priorities, budget allocation, technology capabilities and satisfaction with results from customer-centric marketing. Marketers are not satisfied with their brand’s performance on metrics like customer retention rate and lifetime value — but continue to spend the bulk of their budgets on new customer acquisition. Marketers recognize …

How Travelers Plan & Book Trips in a Multi-Device World

Today’s travelers typically make their travel decisions over multiple sessions and multiple screens. This increases the pressure on travel vendors to recognize individual travelers across devices so as to create seamless, one-to-one, personalized experiences that will drive conversion and loyalty. As this survey of US travelers shows, building a unified commerce platform, with the ability …

Digital Marketing in 2017: Trends and Predictions

In the past few years, the focus of marketing has shifted from product-centric to customer-centric, from customer acquisition to retention and loyalty, and from individual transactions to the entire buyer journey. This has led marketers to reexamine the entire customer experience, seeking to create more streamlined, personalized and memorable interactions that will strengthen customer engagement, …

The State of Video Gaming in the U.S.

Companies in the gaming and entertainment industry — particularly those concerned about raising their customer satisfaction scores — are increasingly adopting a customer-centric, or player first, strategy. As gamers use multiple connected devices to play and research games, brands can now capture more customer data than ever before to understand gamer behavior at an individual …

Unwrapping the 2016 UK Shopper

The holiday shopping frenzy is just around corner. And in the UK, most of it is going to take place on shoppers’ desktops. In a recent Signal survey of 2,000 UK consumers, more than two-thirds of respondents cite the desktop as their favorite place to browse for gifts, and more than half claim most of …

Unwrapping the 2016 Holiday Shopper

Holiday 2016 is fast approaching and so is an eager crowd of highly connected consumers. According to eMarketer, total 2016 holiday season  sales are predicted to increase just 3.3% over last year, while e-commerce sales specifically will rise 17%. This year, retailers must up the ante across their digital channels to earn the recognition – and wallets …

How Emojis Help Marketers Engage With Consumers

Emojis have become a part of everyday human language. In fact, the 2015 Emoji Report by Emogi Research found 92% of the online population uses emojis, and 70% of Internet users said emojis helped them to express their feelings more effectively. In 2015, the Oxford dictionary even chose an emoji as the word of the …

How Digital Ad Spend is Wasted

The ad waste problem is real, especially when it comes to the digital sphere. This year, marketers are expected to spend $68 billion on digital ads in 2016 compared to $66 billion for TV. Despite this heavy investment, Google found more than 56% of ad impressions are never seen by consumers, and Proxima estimates $37 …