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)

British brands ramp up recession loyalty efforts

The survey of more than 1,000 British consumers found that 74% have seen firms "wake up to the need to give their customers better, more individual service, attention and offers" as businesses and their clientele have continued to face tough economic conditions in recent years.

The research also showed that firms have maintained their focus on building loyalty even as the UK has moved out of recession, with 58% of consumers saying that many of the companies they buy from had sent a greater number of relevant and personalised communications and offers during the previous twelve months.

In fact, it seems that companies have made greater efforts to develop stronger relationships with their customers using data gathered through loyalty schemes and other sources, as 54% of the consumers surveyed said they believed that companies they deal with had used their knowledge of customer preferences, tendencies, and needs to improve the service they offer.

Many companies have relied on loyalty schemes to appeal to customers through the difficult economic times, with 68% of consumers saying that a loyalty programme had been a factor in keeping them loyal to at least one company during the past few years. Indeed, the research revealed the vital role loyalty schemes play in enabling companies to gather the information they need to better target and build relationships with their customers, with 77% of respondents saying they don't like giving personal details to a company unless it is through an established loyalty programme.

Encouragingly, 58% of consumers felt that they had received value in return for their loyalty and, as a result, had stayed faithful to certain brands, retailers and suppliers - despite the fact that only 40% had noticed that the loyalty schemes they belong to are increasing points, improving rewards, or providing more bonus point opportunities.

According to Andy Wood, managing director for GI insight, "This confirms that companies are finding that aggressive customer retention strategies, supported by strong loyalty programmes. are working for them in the current tough economic climate. During a recession, economic hardship encourages promiscuous shopping behaviour as consumers seek the cheapest deals."

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)