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Industry Research : Impact Customer Loyalty Survey Results
In recognition of Customer Loyalty Month, Impact Learning Systems ran a survey with thousands of international constituents, gaining a successful response and interesting insight into the world of Customer Loyalty. The strongest trend in Customer Loyalty practices according to the Impact survey was customer connection; keeping a line of communication open for customers takes precedence for companies who wish to maintain customer loyalty and satisfaction.
How do you know you are meeting your customers' expectations?
• Customer Surveys 52.8%
• Personal Conversation 36.1%
• Focus Groups 4.2%
• Other 4.2%
• Don't Know 5.3%
What is your preferred method for reaching out to a lapsed customer?
• Phone Call 62.5%
• Email 20.8%
• Don't Reach Out 6.9%
• Other 5.6%
• Social Media 2.8%
• Direct Mail 1.4%
What is your preferred method for rewarding Loyal Customers?
• Discounts 36.1%
• None 26.4%
• Other 18.1%
• Gifts 12.5%
• Loyalty Card 4.2%
• Entertainment 2.8%
What does your company do to keep in touch with customers when "business hours" are closed?
• 24-hour Call Center 52.8%
• Voicemail 45.8%
• Website FAQ 40.3%
• Social Media 30.6%
• Other 12.5%
• Live Chat 9.7%
Please place the following in order of importance, 1 being Most Important, 5 being Least Important...
When needing customer assistance, do your Loyal Customers prefer:
• Phone Conversation(1)
• Email Transaction (2)
• Live Chat (3)
• Self-Service (4)
• Other (5)
Today's Tip of the Day - Implementation Is Not Magic!
More Editorial From Miller Heiman
Published: Thursday, September 19, 2013