Corporations Looking for Customer Love in All the Wrong Places


 

As corporations worldwide seek to differentiate themselves and gain their customers’ admiration, global customer-experience company Strativity Group looked to understand their readiness for such relationships.

Collecting the insights of 402 corporate executives and non-executives in the U.S. and the U.K. who were surveyed in January, 2013, the verdict is clear: companies are not great lovers—of customers. The Corporate Love Meter 2013 study highlights:

  • Only 29% of companies are focusing on emotional engagement (love and admiration, for example) with customers.

  • 37% admit that they have become too comfortable in the relationship.

  • 25% of U.S. respondents admit that they only speak when they incur customer complaints.

  • While 52% of survey respondents plan to sweep their customers off their feet in 2013, the study identified serious gaps between executives and non-executives’ perspectives.

While executives who own the big picture believe that they would do something different to rejuvenate the relationship, the majority of non-executives are sticking to business as usual approach. PRN

Source: Strativity Group




Comments Off

avatar

About Bill Miltenberg

Community Editor at PR News.



Deals of the Week

Get $150 Off PR News' PR Measurement Conference

 prmeasurement2015-dc-175x135

Join us on April 20, 2015, for PR News’ essential PR Measurement Conference at the National Press Club in D.C., and learn how tie PR metrics to measurable business outcomes.

Use code “150off” at checkout to save $150 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.