Organizations Struggle to Build Customer Loyalty

By Dennis McCafferty  |  Posted 03-28-2013

Organizations Struggle to Build Customer Loyalty

A Fickle Crowd  One in four U.S. adults does not feel loyalty toward any type of brand.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Weighing Options  56% say they would be likely to switch brands based upon new customer service options, such as SMS and chat.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Convenient Times  86% expect brands to offer multiple options and flex timing to allow them to interact with customer service when they want.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

On the Go  70% say mobile apps are important for companies to offer.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

In Touch  89% like to be proactively contacted by a company about various issues and product updates.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Status Update  58% say they would welcome proactive contact about account changes.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Relationship Doctor  Two-thirds of executives expect to implement a new approach this year to rejuvenate customer relationships, but 52% of non-execs will stick to a "business as usual" model.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Service Gap  66% of execs plan to increase the level of exceptional customer service in 2013, compared to 48% of non-execs who intend to do this.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Innovation Bottleneck  61% of execs intend to focus on better new-product innovation, compared to 48% of non-execs.

Organizations Struggle to Build Customer Loyalty

Organizations Struggle to Build Customer Loyalty

Loyal Following  19% of execs plan to boost loyalty rewards programs, compared to 13% of non-execs.

Organizations Struggle to Build Customer Loyalty