I came across this new study called Customers Say What Companies Don’t Want to Hear via the CRM Mastery E-Journal. Mangen Research Associates along with consulting firm High-Yield Methods gathered 1,500 sets of feedback of which 50% came from outside the U.S. Here are just a few of the results that I found to be quite interesting:
At a high level, customers are basing purchase decisions significantly more on customer focused company behaviors than on the three other behavioral dimensions (groups of behaviors)—pricing, information sharing and traditional marketing.
Product quality unaccompanied by customer focused behaviors such as empowering employees, solving customer problems and communicating respectfully and honestly is no longer a significant, standalone buying trigger.
Customers globally rate Amazon.com the most customer-centric company—and Walmart the least.
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