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)

US consumers still edgy about personal data

Of the 1,000 consumers responding to an online survey, 50% said they'd be willing to give a trusted company their religious affiliation, 49% their political affiliation, 49% their sexual orientation, 36% health information, 26% mental health information, 24% browsing history and 15% for both smart phone location and number of sexual partners. Last on the list is their social security number at 11%.

Toronto-based LoyaltyOne, a global provider of coalition loyalty, customer analytics and loyalty services, completed online surveys in July 2012 with 1,000 American respondents. The research is designed to test consumer attitudes about personal data collection and use by marketers.

Several of the 2012 questions followed up on a 2011 survey and were structured to measure changes in US consumer sentiments over the year. For brands intent on deepening their customer relationships, the results signal a concerning trend: consumer trust may be eroding.

Among the year-on-year survey findings:

• 78% of US respondents said they do not feel they receive any benefit at all from sharing information, up from 74% in 2011;
• Less than half feel that companies use their personal data to better serve the consumer, an 11% slip from 2011
• 62% said they would share more personal data if it meant receiving relevant product and service offers, down from 66% in 2011.
• 27% of survey takers would give up their location via cell phone for a chance to win an iPad or weekend getaway, while cash would entice more than half;
• 71% said it's not acceptable to send baby food offers to someone who had merely purchased a pregnancy test.

"These responses point to an unmistakable trend. Marketers' efforts to create relevant customer experiences through data need to be re-addressed or they run the risk of their efforts not resonating with customers," said Bryan Pearson, president of LoyaltyOne and author of the book, The Loyalty Leap: Turning Customer Information Into Customer Intimacy. "Consumers are disappointed. For years they've provided their valuable information and they're not realising something of suitable worth in return. If businesses don't act quickly to demonstrate they have the consumer's best interest at heart, they risk an erosion of the business-to-consumer relationship."

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)