Kelvin Claveria
All companies strive to keep their customers happy. Whether lowering prices (as Indigo Books & Music is doing in Canada), surprising customers with gifts (something that WestJet has mastered) or providing Zappos-like customer service, companies want to project a more customer-centric image. That’s because customer-centricity pays off: IBM’s 2013 study, The Customer-activated Enterprise, shows that outperforming organizations are much more likely than underperforming ones to be collaborating with customers.
But when it comes to driving customer satisfaction, different approaches are required for different customers. With so much choice and information available to them, customers don’t want a one-size-fits-all approach.
In April 2015, Vision Critical engaged 1,021 American customers to answer a crucial question companies are grappling with today: How do we keep our customers happy and keep them coming back for more?
Check out the infographic below and download the accompanying report to discover findings from this original, exclusive study.
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