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)

Trustworthiness is a critical marketing quality

In an age when consumers really have to take a 'leap of faith' and trust companies with their personal data if they want to make transactions over the internet, most need to feel comfortable that those companies are handling their details responsibly.

The survey found that almost all consumers (90%) assume that a company is looking after their personal data carefully and intelligently if they are receiving a good service and the customer communications are sensible and relevant.

At the same time, more than 80% said they are happy to hand over further personal data if they see that it is being used to provide relevant perks such as special offers, discounts and loyalty bonuses.

The majority of consumers (more than 92%) also believe that the companies that have the most satisfied customers are the ones doing the best job of looking after customer data and using it to add value.

However, only one in five consumers said they had noticed any of the firms they currently buy from making specific use of their personal data to make more attractive offers or deliver better customer service.

The survey concluded that, when marketers show they are not using data effectively, they risk losing the trust of their customers. Some 78% of consumers in the UK said they begin to doubt the ability of a firm to look after their personal information if the company continually asks for the same details when they have already provided them.

According to Peter Thompson, Transactis' commercial director, "Data security and the proper handling of personal information is not something most consumers think about - or are particularly concerned about - until there is a problem. But their confidence can disappear completely if the wrong order arrives, if a delivery goes to the wrong place, or if they start to receive unexpected and badly targeted marketing communications."

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)