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)

Brands benefit from experience-focused consumers

The company's earlier announcement of what it calls the 'Decade of Delight' (which described consumers' key brand expectation in the 2011 CLEI) was supported by the study's findings in 2012, which discovered mounting evidence that it is indeed 'delight' that defines how consumers perceive and interact with brands.

Although there are rare exceptions, even the top-ranking brands' scores fell short of consumers' 'ideal standard', in part because consumers' expectation levels have been rising consistently. Across all categories, expectation levels for 'brand value' rose by 25% over the preceding 16 years, while brand-value rankings rose by only 7% (to 8%). However, it was attributes relating to 'experience' and 'brand values' that exerted the strongest impact on customer decision-making, category expectations, and engagement with brands.

The survey polled 49,000 US consumers aged 18-65, of which 75% were interviewed by telephone, 20% face-to-face, and the remaining 5% online. Assessments were based on a fusion of both rational and emotional aspects of category drivers, determining how well a brand met or even exceeded the 'ideal expectation' that consumers held for each particular category. Five new categories were added to the 2012 survey, bringing the CLEI assessments up to 83 categories and 598 brands. The new categories in the 2012 survey were:

1. Tablet computers, which include Apple, Samsung, and Amazon;
2. Video streaming websites, which include Hulu, YouTube, and Netflix;
3. Packaged coffee, which included Dunkin, Starbucks, and Green Mountain;
4. Packaged ice cream, which included Haagen Dazs, Ben & Jerry's, and Breyers;
5. Major league (online) gaming, which included Halo, Call of Duty, and Madden Football.

Top twenty 'most delightful' brands
While expectation levels for delight varied by category, the top twenty brands - which were perceived as being the best at creating customer delight - were as follows:

1. Apple (tablets)
2. Apple (smartphones)
3. Amazon (e-retailer)
4. Kindle (e-reader)
5. Facebook (social networks)
6. Hyundai (automotive)
7. Samsung (cellphones)
8. Discover (credit cards)
9. YouTube (video streaming)
10. Google (search engine)
11. Call of Duty (gaming)
12. Mary Kay (cosmetics)
13. McDonald's (quick-serve food)
14. Haagen Dazs (packaged ice cream)
15. Patron (tequila)
16. Grey Goose (vodka)
17. Crest Whitestrips (tooth whiteners)
18. Walgreen's (drug stores)
19. Clairol (hair colour)
20. AT&T (wireless phone service)

As Brand Keys observed in 2011, consumer expectations have been accelerating for some time, while many other industry observers have made the faulty assumption that pressures on price has meant that brands lost value. But quite the opposite is true, according to Brand Keys' president, Robert Passikoff: "Real brands are more valuable than ever. We need only look to the continuing success of luxury brands as evidence. Brands that lack meaning and differentiation are punished by the economic and behavioural shifts. Such brands have become 'category placeholders', a step closer to being a commodity. And of one thing you can be sure: consumers do not look for commodities in their search for delight."

Brands that received the highest loyalty and engagement assessments for 2012 and were seen to be delighting their customers better than their competitors included:

The CLEI data revealed forthcoming trends in the consumer marketplace. For example every category, when compared to the previous year, showed either a rise in importance or increased expectations when it comes to the brand-based attributes that most strongly affect the customer experience - that is, the things that generate delight.

Given the levels of commoditisation already witnessed in products and services, and in pricing and promotion strategies, it is perhaps no surprise that consumers are looking toward stronger brands for differentiation. Consumers know their brands, they know what they do, and they know what they're willing to pay for them. Satisfaction, it seems, is no longer the key driver of brand loyalty: it is a cost of entry into the market - a basic 'must have'.

Customer delight has become the new brand differentiator, and the brand experience is the key to earning a consumer's loyalty, whether it's built on the experience with products themselves, or how products are put into the hands of the consumer (from rapid delivery to product introductions), and even including the after-life of service and support that the consumer experiences after making their purchase. Consumers' rapidly growing desire for a delightful experience and authentic brand values are exerting a strong impact on customer decision-making and profitable engagement with brands, and those brands that are able to meet or exceed those expectations will become tomorrow's category leaders.

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)