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."
- 'Commuter Commerce' worth £9.3 billion each year
- Research uncovers ways in which Millennials 'game' e-commerce
- Study finds that 'data for discounts' consumer behavior is a fallacy
- Ad Roundup: Solutions for ads, optimization, mobile work
- Top 3 don't's for telecom customer service
- Kahuna: Brands must engage for apps to work
- Research highlights effectiveness of in-app messaging
- Facebook tests 10-second video views and monetization
Featured White Papers
- The Big Impact of Big Data on Affiliate Marketing
If you are relying on affiliate networks you have no access to vital data to manage affiliate processes such as...
- 8th Annual Online Retail Holiday Readiness Report
Download the Online Retail Holiday Readiness Report for 2015 to find out about the latest trends, industry benchmarks and best...