Consumers want more attention from brands during and after purchase process

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According to the report, commissioned by Ricoh Europe, seven in ten consumers say the best brands are those that treat them as individuals. Furthermore, more than half (57%) said they would spend more with brands that make them feel valued as a customer.

An interesting finding is that consumers believe brands care most about them before a purchase (50%), yet they want brands to focus on them more during and after a purchase. Almost six in ten believe brands are only out to make money and do not care about customer service levels.

Ricoh Europe uses an in-house rating system called ‘Triple R’ to allow consumers to rank how brands build good relationships. Triple R refers to the three stages of the purchase – Reach (before), Respond (during), and Retail (after).

“Consumers see Triple R brands as being at the top of their game when it comes to providing a fast and tailored service,” David Mills, CEO, Ricoh Europe.”This makes the need for optimized internal processes and the right technology essential to giving customers what they want.”

The brands currently ranked as excellent across all three R’s within Europe are PayPal, Yamaha Motors and Amazon.com.

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ABOUT THE AUTHOR

Kristina Knight-1
Kristina Knight, Journalist , BA
Content Writer & Editor
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Kristina Knight is a freelance writer with more than 15 years of experience writing on varied topics. Kristina’s focus for the past 10 years has been the small business, online marketing, and banking sectors, however, she keeps things interesting by writing about her experiences as an adoptive mom, parenting, and education issues. Kristina’s work has appeared with BizReport.com, NBC News, Soaps.com, DisasterNewsNetwork, and many more publications.