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 $150 Off PR News' Big 4 Conference

 big4-180x150-july16
Join PR News at the Hyatt Regency in San Francisco on August 6 for the Big 4 Conference, where expert communicators will share in-depth case studies from their Twitter, Snapchat, Facebook and Instagram strategies.

Use code “150” at checkout to save $150 on the regular rate.

Get $50 off PR News' Social Media Guidebook

book-socialmedia-180x150

This 11-chapter guidebook focuses on communicating in a mobile and social world, winning the attention of audiences, social media listening strategy and technology, social media measurement and so much more.

Use code “50off” at checkout.

Save $100 on a PR News Subscription

cover5.18

 

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.