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)

Marketers falling behind at customer retention

Although most marketing respondents described "gaining and keeping customers" as a very high priority for their companies at present, 33% admitted not offering any enhancements or add-ons to help market their core product or service.

The survey found that 61% of marketers whose companies offer enhancements to their core service believe that doing so differentiates them from the competition - either "very much" (33%) or "somewhat" (28%).

"It's remarkable that so many companies continue to overlook the many products and services available to help win, and keep, customers," said Collinson Latitude director, Janet Titterton. "From loyalty reward programmes and subscription-based membership programmes through to online auctions and prize draws, the range of customer engagement strategies is wide and varied in almost every sector."

The company suggests that, because it takes a lot of time and money to win back lost customers, adding enhancements to the core product or service can create value at relatively little extra cost, thereby maintaining the loyalty of existing customers.

So why are so many companies overlooking the opportunity to simultaneously increase ancillary revenues and customer satisfaction? More than one third of respondents (36%) cited costs or resource availability as the main barrier to selling add-ons, despite the fact that value-adding enhancements can usually be designed and deployed by third party providers at comparatively little cost.

"It was amazing to see how many of the respondents (29%) have never considered offering membership benefit packages to loyal customers. There is clearly a great deal of untapped potential for companies to be introducing innovative and exciting products and programmes that really engage customers on a consistent basis," concluded Titterton.

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)