As we know, customer satisfaction alone is often insufficient for generating and sustaining long-term customer loyalty. It is important to exceed customer expectations whenever possible and drive greater customer passion.
Consider these findings from a recent study of U.S. adults, as reported by Responsys : MarketingTechBlog
73% of people want a long-term relationship with companies/brands that reward them for being loyal.
Just 32% of people say that the companies/brands that they love only send them offers/promotions in which they have an interest.
One-third of people say they have “broken up” with a company/brand because because of poor, disruptive, or irrelevant marketing messages they have received.
53% of people who say they have broken up with a company/brand have done so because they regularly receive irrelevant content via multiple channels.
Take a look at the following infographic to see how to gain more customer “love.”
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Part 1: Overview/Planning
Part 3: Targeting Customers and Gathering Information
Part 7: Communicating with the Customer
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