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Customers Expect Great Online Support, Quickly
46% of consumers expect great customer support online from the brands they love, and a further 33% say that a commitment to excellent customer service is a significant factor in their loyalty to the...
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Holiday Paid Search Budgets Up, Returns Steady
Search advertising budgets for the holiday season to date (defined as November 1-28) were significantly higher than in the comparable days last year, as retail advertisers increased their overall...
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Radio Holds Audience During Commercial Breaks
On average, radio delivers 93% of its lead-in audience during commercial breaks, according to [download page] a December 2011 study conducted by Arbitron, Media Monitors, and Coleman Insights. Data...
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Most Millennials’ Store Choices Influenced by Print Media
Direct mail (92%) and newspapers (91%) are the media most Millennials say affect their store choices, ahead of digital channels such as visiting a store website using a computer (84%) or receiving...
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Facebook Ads Gaining Traction Among SMBs
Facebook advertising (23%) trails only print newspaper (25%) and direct mail (24%) in terms of small business marketing adoption, according to a survey released in December 2011 by MerchantCircle. Data...
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Mobile Users Split on Check-In Services
35% of mobile users either like (22%) or love (13%) location-based check-in services, matched by the proportion who either do not like (8%) or do not understand (27%) the services, according to [pdf] a...
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Necessities Drive Most Outlet Trips
56% of all outlet trips in the 52 weeks ending August 21, 2011 were quick trips, meaning that the consumer needed a product immediately and needed to make a trip in order to purchase it, according to...
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Tablet Adoption, Shopping Habits Vary Among Ethnicities, Genders
14.4% of Asian Americans have used a tablet at least one a month this year, according to December 2011 figures from eMarketer. Data from the estimate indicates this to be the highest penetration among...
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Last-Minute Online Holiday Shoppers Eye Deals
41% of online shopping consumers plan to shop between December 21 and 24 for holiday gifts, with the leading reasons among those consumers for their delay being an inability to finish their shopping...
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CFOs Take Dim View of US Economy
CFOs give the US economy an average score of 44 on a scale of 0 to 100, down from 47 at the beginning of 2011, according to a survey released in December 2011 by Bank of America Merrill Lynch. Insight...
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Green Monday Scores Big, Up 19% Y-O-Y
Green Monday (the second Monday in December, which has tended to be the among the heaviest online spending days of the season), reached $1.13 billion in spending this year, representing a 19% increase...
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SMBs Look to Word-of-Mouth More Than Social Media
The top 3 ways SMBs plan to attract customers in 2012 are word-of-mouth (25%), repeat business (25%), and advertising and marketing (22%), while social media will be the primary source of customer...
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Incentivized Apps Mostly Discarded or Ignored
37% of smartphone owners who have downloaded an application for an incentive, such as free social or game points, say that they redeem the incentive and uninstall the app, while a further 25% receive...
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Quality Grows As Top Factor in Car Buying Decisions
45% of Americans say that quality is the factor that most influences their car-buying decision, representing 22% growth from 37% who cited the factor in 2010, according to a CarMax survey released in...
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On-Page Optimization Seen Critical to Search Success
Keywords with on-page optimization activities move up, on average, more than one full page in search results (11 positions), compared to a downward movement of more than 2 positions for keywords...
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Retailers Appear Customer-Focused, But Sales Driven
The vast majority of global retailers say that customer-centric marketing opportunities such as better targeting through more detailed customer preferences (97%) and delivering real-time personalized...
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Spam, Security Concerns Top Online Shopping Barriers
55% of online consumers who have shopped in the past 90 days say that when making a digital purchase of under $25 they are concerned that the site will start sending them junk e-mail, closely followed...
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Satisfaction Gap Between Credit Unions and Banks Widens
The customer satisfaction gap between credit unions and banks has significantly widened in 2011, according to the American Customer Satisfaction Index (ACSI). The index for credit unions in December...
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Consumers Want Better Product Info, Search From Online Retailers
The leading improvements US and Canadian consumers want from online shopping sites are more detailed and visual product information (37%), better search (29%), and easier access to a customer service...
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Yahoo, Hulu Buck Trend, Gain Video Viewers
Yahoo and Hulu reported the only month-over-month unique viewer performance gains among the top 10 US online video properties in November 2011, according to comScore VideoMetrix data. Yahoo reported...
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