Customer Comms Drives Consumer Trust


A study by Pitney Bowes on “The Role of Trust in Consumer Relationships” finds that customer communications drives 20% of overall trust of a company. Trust, in fact, determines 22% to 44% of customer loyalty. Additional findings include:

• Customer satisfaction with interactive platforms is often determined by trust in self-service channels (10%-20%) and by communications from the provider (15%-20%).

• Consumers recommended several ways for companies to strengthen trust-building activities, such as improving communications (quality and clarity) and increasing transparency.

• Respondents claim that they look for companies that provide high-quality customer care, ensure a sense of being “looked after,” and demonstrate a high level of competency and conduct from employees. PRN

Source: Pitney Bowes























Comments Off

Deals of the Week

Get $200 Off PR News' Digital PR Conference

 digitalpr2015-180x150_updated
Join us June 1-3 where you'll hear from top brands such as Walmart, Miami Heat, Verizon and Ritz-Carlton on PR and communication best practices for the next wave of digital trends.

Use code “200off” at checkout to save $200 on the regular rate.

Get $50 off PR News' Book of Employee Communications

employeecommunications-180x150

In this 5th volume of PR News’ Book of Employee Communications, our authors cover more than 45 articles on crisis communications, social media policies, human resources collaboration, brand evangelism and more.

Use code “50off” at checkout.

Save $100 on a PR News Subscription

 

Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.