A new ClickFox survey reveals four industries are most likely to foster customer loyalty.
Their research found the following categories were the best in 2014 for fostering customer loyalty:
- Food & Beverage
- Retail Stores
- PC/Tablet/Cell Phone Makers
- Banking/Credit Providers
The #1 brand winner for loyalty was Apple (for the third consecutive year), followed by Amazon, Dell, and Coca-Cola. Perhaps most interesting to me was that previous top industries like automotive, airlines and hotel chains fell dramatically in the survey results.
The research was very clear that brand image was “virtually inseparable” from customer service, which means CMOs need to be as focused on operations as they are marketing communications. Also, product quality is paramount to the overall customer experience.
The research was very clear that brand image was “virtually inseparable” from customer service, which means CMOs need to be as focused on operations as they are marketing communications.
60% of consumers decide a brand becomes their new “favourite” immediately after their first purchase or service begins. Which means any brand steward hoping to increase their brand affinity needs to focus more on the buying process and post purchase experience than they do on ads aimed at acquisition.
Full story and info graphic of ClickFox’s survey results†here.