Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

50% Of broadband customers have churned

When asked why they chose to switch providers, a poor internet connection speed was cited as the most common reason. This, the company points out, is at odds with the most common reason for a consumer's choice of service provider: price, rather than reliability of service.

It is perhaps for this reason that customers who are dissatisfied with the service quality and speed of their existing ISP find it desirable to switch to a different provider, usually based on price. But the new provider may also provide a service level that does not meet the customer's needs, and churn begins again almost immediately.

Among the report's key findings for the broadband internet sector:

• Churn is high, and speed is the biggest cause of dissatisfaction, and is the factor which is most likely to fall short of customer expectations;
• The most common causes of dissatisfaction were speed, price, customer service then reliability of service.
• There is no direct relationship between customer satisfaction and continued loyalty;
• Service satisfaction does go some way to moderating switching behaviour, regardless of alternative providers;
• The UK now has over 300 broadband providers and significant levels of infrastructure competition;
• Nearly 90% of internet connections in the UK are being made via broadband.

The study concluded that churn has become a significant issue within the broadband internet sector and others, where the purchase of these products has become increasingly commoditised in recent years.

The research also found that customers expect their service to be reliable above all else when entering into a broadband relationship, with connection speed being the next most important attribute. More than one quarter of customers said the customer service they receive does not match their expectations.

According to Keith Gait, principal consultant for Orchid Consulting, "Broadband companies have got to walk the walk as well as talk the talk. It's no good spending a lot of money on advertising and building a brand if the customer expectations are not met. People aren't afraid of switching if connectivity speed is not up to scratch, and poor customer retention can prove very costly."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)