Consumers are fickle, and it isn’t easy to keep them loyal. Satisfying customers only meets baseline expectations. Retaining them and ensuring loyalty is much more difficult.
What we measure
The way a customer experiences products and services, both during and after purchase, is the final delivery point of a brand’s promise. How the customer returns or leaves, recommends or criticizes, is part of the growing power of consumerization. And now more than ever, it’s critical to put your customers at the heart of everything you do.
Our global work shows that six key measures drive the critical path to customer engagement, and these measures predict the strength of a relationship and future loyalty:
- Satisfaction with products and services.
- Value for money.
- Comparison with competitors.
- Propensity to shift.
- Trust in the brand.
How we do it
Our customer insights approach helps you build strong lasting customer relationships. We have proven that customers with strong relationships with brands are four to seven times more likely to continue using services versus those with weak relationships. We can help reduce churn by identifying potential risks and areas for improvement. This will help you lower the cost to serve, drive consumer engagement and, ultimately, grow your bottom line.
Driving customer engagement through your organization is no longer a nice to have. In an age of demanding, savvy and articulate consumers, it’s an essential pathway to survival.