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




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