BRIANWOOLF.COM
 
  Welcome     Marketing & Loyalty     Speaking & Connecting     Brian's View     Books by Brian     Marketing Studies     Contact Us  
 
 

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Get it on Amazon (Kindle/Print)
 

50% Of UK shoppers stop buying after bad service

Most of today's business leaders feel that the next major battleground is the 'customer experience', despite fewer than one in ten consumers feeling that companies are doing a good job, according to UK-based customer experience consultancy Sidona Group.

When the company compiled the latest market figures and research data in order to better understand how improvements in customer service could lead to a competitive advantage, it found that 85% of business leaders say that the customer experience is likely to be their next competitive battleground.

However, while 80% of business leaders believe their companies are currently doing a good job in the way they treat customers, only 8% of consumers agree with that statement.

This amounts to poor customer services which are estimated to cost the UK economy some 14 billion a year.

Perhaps not surprisingly, more than 50% of customers say they give up buying as a result of poor customer service.

Derek Blackburn, managing director for Sidona Group, noted: "While most companies believe that price is the key competitive differentiator, we disagree that price should be the be-all and end-all of business strategy."

In fact, in a commoditised market, other key factors such as the customer experience (which includes good customer service) become the key differentiator, Blackburn argues.

Morale and consumer confidence drop significantly in times of recession, so inspiring confidence and building long lasting relationships with customers is absolutely crucial for success.

"While many businesses must take immediate decisions to ensure success in these tough times, it is vital to balance this with a longer term view of building a strong and loyal customer base," concluded Blackburn.


Sources: Sidona Group /
The Marketing Factbook.
Copyright © 2010 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Knowing The Customer
  • Marketing Know-How

Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark