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Consumers grow more demanding, impatient as brands fall behind

There’s considerable evidence that consumers are growing more impatient and less tolerant of poor or frustrating online experiences. There’s also increasing evidence that most brands aren’t keeping up with customers, creating significant risk and lost opportunities. This gap is reflected in all the CX (consumer experience) research and reports coming out. There’s also a strong …

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Customer satisfaction with search drops, in social Google+ beats Facebook

Earlier this week the American Customer Satisfaction Index (ACSI) released its “e-business” report. The category includes search, social media and news and information sites. Social media held steady, while the search and online news sectors declined vs. last year. In the aggregate “search engines” dropped in customer satisfaction by 1.3 points. Microsoft properties (MSN, Bing) …

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