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)

Apple knows what keeps customers coming back

Additionally, the US consumers surveyed said that they are most loyal to food and beverage companies (58%) and technology and gadget providers (51%). Conversely, respondents were least loyal to health and fitness companies (44%) and wireless providers (43%).

Consumers are presented with choices every day when making purchases, deciding between name brands and generic brands, or comparing reputation and price. One theme resonated throughout the survey results: quality and customer service are most important to gaining and retaining customer loyalty.

Almost all (88%) indicated that quality is a key factor in their decision to remain loyal to a brand, while 72% identified customer service as a top priority. At the same time, 87% of consumers indicated that they would tolerate more from certain companies or brands, such as paying more for a name brand.

Respondents noted that a company's commitment to quality (77%) and customer service (62%) would cause them to overlook or tolerate more from a company in other areas. And almost half (48%) said that the most critical time for a company to gain their loyalty was when they make their first purchase or begin service.

Interestingly, 54% of consumers said they would consider increasing the amount of business they do with a company in return for a loyalty reward, and 46% said that they had already done so. However, the majority of consumers (62%) don't believe that the brands they're most loyal to are doing enough to reward them.

"Customers are demanding quality products and top-notch customer service, and they're willing to pay for it," concluded Marco Pacelli, CEO for ClickFox. "Companies need to differentiate themselves by producing quality products and exceptional customer experiences. It's up to them to deliver on their promises by regularly evaluating customer satisfaction and making decisions in real time."

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)