The best brands in the country are constantly on a quest to discover what it is that makes their customers tick. Fortunately for them, experience analytics company ClickFox has dedicated itself to determining these answers by conducting empirical studies that generate valuable statistics suggesting what customers want and why they want them.
And this week, the good folks at ClickFox published an enlightening brand loyalty survey to afford businesses with a better understanding of what corporate qualities customers value most.
Appropriately released at the beginning of April – which has been reserved as "customer loyalty month" in the U.S. – the researchers found that mega brands like Apple, Coca-Cola, Google and Amazon were listed as companies consumers could not live without.
But, arguably more interesting statistics were what respondents claimed led them to become loyal customers to particular brands.
For example, 72 percent of respondents mentioned that customer service was a top factor when considering what brands to patronize. Furthermore, it is interesting to note that 62 percent of respondents expressed that they would tolerate more from those companies perceived to dedicate more energy towards service initiatives – for example, higher prices.
"Customers are demanding quality products and top-notch customer service, and they're willing to pay for it," said ClickFox CEO in a press release. "Companies need to differentiate themselves by producing quality products and exceptional customer experience."
While business officials might take this advice to imply beefing up an internal service department, an even more viable solution would be outsourcing customer service to an answering service.
With the ability to process customer inquiries and orders via traditional telephony, text message, online chat and other sophisticated digital channels, these professionals can ensure that every customer gets a response through any preferred communication portal. And because an answering service is paid only for time spent actually conferring with customers and relaying messages, it may be a more cost-effective solution than hiring full-time staff who require annual salaries and bonuses.