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Customer Behavior

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  • Gen-Y Women Viewed by Gen-X as Trendsetters Customer Behavior
    Gen-Y women have emerged as a distinct and influential consumer demographic, and they wield significant brand influence over older Gen-X women, according to a study conducted by Radar Research for Sugar Inc. more
  • Moms Sacrifice Own Purchases for Family's SakeCustomer Behavior
    As mothers carefully budget for their families, they are sacrificing purchases that are for their own use in order to ensure their families get what they need, according to a study by the Marketing to Moms Coalition. more
  • Somebody's Watching MeCustomer Behavior
    In March 2008, Amber Duick began receiving email messages from a criminal fugitive who identified himself as Sebastian Fowler. "Amber, mate!" read one missive. "Coming 2 Los Angeles. Gonna lay low at your place for a bit till it all blows over." Over the course of five days, he advised ... more
  • US Consumers Unprepared for Rainy DayCustomer Behavior
    Half of all US consumers would struggle if they had to meet an unexpected expense, and many lack the resources to meet an unexpected financial crisis, like sudden car or home repairs, or minor health-related expenses, according to a TNS Global survey more
  • Weaker Online Holiday Spending ExpectedCustomer Behavior
    Despite a gradually improving economy, consumers plan to spend less and save more this holiday season, according to Nielsen's annual holiday retail survey. Some 42% of consumers plan to spend less this year on holiday gifts than last year; only 4% say they will spend more. more
  • Half of Americans to Buy Toys During HolidaysCustomer Behavior
    This holiday season, 54% of Americans say they will buy toys as gifts, compared with 47% who said so last year, according to a Harris Poll. Among consumers who intend to purchase toys, 41% say they will spend the same amount as last year and 39% say they will spend ... more
  • Readers Willing to Pay for Online NewsCustomer Behavior
    Consumers are willing to spend small monthly sums to receive news on their personal computer and mobile devices, according to a study conducted by the Boston Consulting Group (BCG). more
  • Newspapers Still Reach the Affluent, EducatedCustomer Behavior
    Newspapers are read by a critical mass of adults in the US on a daily and weekly basis, according to the latest Integrated Newspaper Audience (INA)* study from Scarborough Research. more
  • I Love How I Hate YouCustomer Behavior
    It strikes fear in the hearts of marketers worldwide: the dreaded online consumer complaint that goes viral. What's a good company to do when one angry customer threatens to destroy its image? Is there any way to win her back once she's decided she hates you? Some interesting new research looks ... more
  • Free Shipping!Customer Behavior
    Free shipping offers can cost your company a bundle, but they may produce ROI that makes them worth the expenditure. As you explore your options, you will probably be interested in a whitepaper from Experian CheetahMail that examines questions like these: Are more companies deploying free-shipping emails? ... more
  • Social Media, Mobile to Guide Holiday ShoppingCustomer Behavior
    Nearly one in five holiday shoppers will rely on digital advancements such as social media and mobile phones for help with holiday shopping this year, according to Deloitte’s 24th Annual Holiday Survey of retail spending and trends. more
  • Fee-Fi-Fo-FumCustomer Behavior
    Baggage fees have become nearly ubiquitous in the airline industry, and Southwest has capitalized on passenger hostility to the dreaded surcharge with its playful Bags Fly Free campaign. "Some airlines charge your bag up to $20 to ride in the bottom of the plane," says the narrator of one commercial. "In ... more
  • Mobile Marketing Not for EveryoneCustomer Behavior
    Mobile marketing is on track to grow 27% to a $2.1 billion market in 2010, according to the Mobile Marketing Association. The total mobile audience is still relatively small, however, and is confined to a limited market segment; moreover, marketers who reach out to the wrong mobile audience risk turning ... more
  • [Your Name Here]Customer Behavior
    Marketing messages with personalized subject lines usually fail to impress DJ Waldow. "[Most] of those emails use my first name as the 'hook' to get me to open," he writes in a recent post at the Email Experience Council blog. "This never works for me. Never. I know it's fake. ... more
  • Smartphones to Overtake Other Mobile by 2012Customer Behavior
    Smartphone units sold worldwide in 2009 will grow 14.5% from 2008 levels, according to a forecast by Infonetics. more
  • Wonder-Twin Powers, Activate!Customer Behavior
    Inactive subscribers are a conundrum for email marketers. Although they treat your messages with apparent indifference, they never opt out; as a result, you continue to send messages that they continue to ignore. You naturally want to reactivate these recipients so you can revive relationships and make future sales.  Now here's ... more
  • Come Tweet With MeCustomer Behavior
    Hoping to position Lufthansa as bigger than just a German airline, digital agency Profero has helped it create MySkyStatus—a tool that has brought Lufthansa's branding catch-phrase, "passion for precision," to life in a hands-on way. "Communications needs to have a use," explains Profero's Wayne Arnold in a recent article at Adweek. "Saying ... more
  • Don't Hate the PlayaCustomer Behavior
    Companies in the high-end service industry often do much more than turn a blind eye to the extramarital escapades of their guests. "[T]he owners and managers of the world's most exclusive restaurants and hotels pull out all the stops to make sure their best customers can conduct their affairs there ... more
  • Glamp It UpCustomer Behavior
    Warren Katz uses a post at the Elephant Bites blog to discuss the recession-driven microtrend of "glamping"—a freshly coined portmanteau for glamorous camping. In essence, its proponents want the low-budget benefit of a holiday in the great outdoors, but don't care to leave all the luxuries of home behind. "So, who ... more
  • Fly a Mile in Their ShoesCustomer Behavior
    In a recent post at the Church of the Customer Blog, Jackie Huba offers a few quick stats about airline revenues in September '09. First, a couple of positives: Southwest reported an 8.8% increase in revenue passenger miles and JetBlue recorded 9.8% jump in passenger miles. Then come the negatives:  ... more
  • Who Invited You?Customer Behavior
    Last summer, Morgan Stewart of ExactTarget quizzed 2,400 people on their attitudes toward marketing and made an interesting discovery. "70% of consumers who visit Facebook at least once a month and are a 'fan' of at least one company or brand, don't believe they have given those companies permission to ... more
  • Americans Altering Attitudes About MoneyCustomer Behavior
    As a result of the financial crisis, Americans have permanently changed their attitudes toward saving money and are more focused on paying down debt and controlling finances, according to a recent study by Synovate. more
  • Outside the Box, Inside the PocketCustomer Behavior
    Mobile marketing isn't the unicorn it used to be. Most folks in your demo probably have a real, live phone within immediate reach for most of their waking days. And the rising popularity of iPhone and Google's Android platform and other Internet-ready smartphones are making it simple these days to ... more
  • Reports of Email's Death ExaggeratedCustomer Behavior
    While some believe that the rise of Twitter and Facebook has sounded email's death knell, Jordan Cohen, writing at the Pivotal Veracity blog, disagrees. He takes issue with statements like this one from the Wall Street Journal: "Email has had a good run as [the] king of communications. But its ... more
  • Sorry Seems to Be the Hardest WordCustomer Behavior
    "AT&T customers have been complaining for months about dropped calls, spotty service, delayed text and voice messages and slow download speeds for the iPhone," says Jackie Huba in a post at the Church of the Customer Blog. In response, AT&T produced a three-minute YouTube video in which it appears that ... more

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Customer Behavior case studies, deconstructing real life examples and illustrating lessons learned

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Customer Behavior marketing downloads for the busy professional

  • Customer-Centric Innovation: How Companies Engage Customers in Product Development and Radical Innovation
    Engaging your customers can help increase satisfaction, loyalty, and brand awareness. This research report will help you understand the role of customers in product development.
  • Benchmark Research: Marketing in the Economic Crisis
    These economic times have everyone concerned and asking, "How does this effect marketing?". Well we surveyed our very own members to help give marketers a sense of how others are dealing and adapting to these tough times.
  • B2B Sales Lead Generation: Integration of Web 1.0 and Web 2.0 Media
    Research on how Web 1.0 and Web 2.0 can be used in effective Lead Generation campaigns
  • E-Newsletter How-To Guide
    The e-newsletter has become ubiquitous. Almost a dime a dozen. How do you make yours not only stand out in the inbox, but make a positive impact on your bottom line? This guide will show you how.
  • Online Research How-To Guide
    Set clear objectives and a realistic scope to online research projects. These are just two of the steps that this comprehensive, step-by-step planning guide will help you to accomplish to insure your online research results in the most relevant and useful information possible.
  • Lead Generation How-To Guide
    Great product, great sales team, great marketing collateral - now what? People to sell to, of course. Put your lead generation tactics under the microscope with this enlightening how-to guide. Get more and better qualified leads, faster today.
  • B2B Direct Marketing How-To Guide
    Direct marketing is one of the fastest changing disciplines within marketing today. What worked 10 years ago, isn't working today. Heck, what worked last week sometimes doesn't even work today, so keep your skills sharp with his How-To guide, focusing on the B2B market.
  • Benchmark Survey: Voice of the Customer
    Link directly to the raw (aggregate) data in this 2006 survey of the ways companies are incorporating the voice of the customer into their marketing, their product development, and their management. With access to the raw data, you can view the results, and even filter them to see how a subset of companies in your country or industry answered. In this way, you can interpret the data in the most meaningful way for your business.

Customer Behavior: See all 8 downloads

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