News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Survey: Customers disconnected from UK brands
New data out from Strativity may have some UK brands rethinking their consumer contacts. According to the data, many UK companies are killing their customer relationships - and many don't know why.
According to the report 69% of British companies feel they're in an 'on again off again' relationship and that their target consumers are still shopping with them only because they haven't found anything better. About one-quarter believe their customers are loyal because of their prices but nearly half say it's because of inertia.
Those responses have led the researchers to declare that the 'marriage' of business and consumer is in trouble in Britain.
Lior Arussy, CEO of Strativity, said, "Many couples find that good communication withers away a few years into a marriage; the same is true of companies and their customers. If you only talk when you are fighting (when a customer has a complaint) and on special occasions (a renewal date), then it's time to call in the marriage guidance counsellor."
His top tips for brands who feel they've lost that connection with their customers?
First, focus on renewing the relationship. Like couples, brands need to reignite that spark of attraction - surprise customers will a new campaign, new product launch or even a sale that is meant only for them.
Second, ask the customers what they want - and then do the best to give that experience to them.
"If you let your ego get in the way of making an effort with your relationship, don't be surprised if your customer walks away," said Chris Mills, Strativity's UK Managing Director. "There is no room for complacency in good economic times or bad but when we are threatened with a triple dip recession, you have to put the customer first in order to survive."
- Survey: Productivity software helping SMBs communicate
- How to use community Q&A to increase your reach
- How to use organic social posts to reach non-fans
- Keyword carelessness inhibiting UK travel brands' discoverability in App Store
- Android ahead of iOS in mobile ad traffic
- BrightRoll, Marketron announcements offer more measurement
- Study: SMBs turning to multi-channel to engage
- Young adults more likely to Facebook their dining experience than review it
Featured White Papers
- "Abandon Cart Emails" - Why We Don't Buy
For this paper, sponsored by Magento and Bronto Software, over 1,000 online shoppers were surveyed about their awareness of shopping...
- Learn 5 Ways the Cloud Will Enhance Your Professional Life in 2014
In 2013, we finally understood the cloud. Now we're ready to make the most of it. Online file sharing can...
- Users Hate to Wait: 8 Timely Tips for Speeding Up Your Website
Statistic after statistic shows that even a millisecond delay on your website can prevent you from converting customers, cost a...