the happy customer formula
TRANSCRIPT
THE HAPPY CUSTOMER
FORMULANo two customers are alike, and no business can risk alienating a
single customer with bad service. Vision Critical conducted an original, exclusive study to find out how companies can tailor their
offerings to keep customers happy—and coming back.
W H E N A S K E D W H A T I M P R E S S E S T H E M , R E S P O N D E N T S R A N K E D T H E I R
T O P F I V E F A V O R I T ES E R V I C E O F F E R I N G S :
72% of Americans have contacted customer support AT LEAST ONCE
in the past 12 months
42% of Americans will stop shopping with a brand after
TWO BAD SERVICE EXPERIENCES
42%72%
E V E R Y C O M P A N Y W A N T S
M I L L E N N I A L C U S T O M E R S
They’re a $600 billion market and they'll give their business to companies that make an effort to know their preferences.
How do you do it?
Results from a study of 1,021 U.S. adults in April 2015.
To learn more about strategies to engage with customers and make your business more customer-centric, download:
K E Y S T R A T E G I E S F O R B U S I N E S S S U C C E S S
KEEPINGHAPPY
CUSTOMERS
WWW.VISIONCRITICAL.COM/KEEPING-CUSTOMERS-HAPPY
F R E E H O M E D E L I V E R Y A N D S H I P P I N G1
A 3 0 - D A Y , N O - Q U E S T I O N R E T U R N P O L I C Y3
A W E L L - D E S I G N E D , E A S Y - T O - U S E W E B S I T E5
A C U S T O M E R L O Y A LT Y P R O G R A M2
E A R LY A C C E S S T O S A L E S A N D P R O M O T I O N S4
And generally U N I M P R E S S E D by the service from:
F A S H I O N S T O R E S
S P O R T I N G G O O D S S T O R E S
T R A V E L A G E N C I E S
T A X I C O M P A N I E S
S H A R I N G E C O N O M Y
S E R V I C E S & P E E R - T O - P E E R
S I T E S
They’re I M P R E S S E D with the level of service from:
B A N K S & F I N A N C I A L
I N S T I T U T I O N S
S I T - D O W N R E S T A U R A N T S
G R O C E R Y S T O R E S
H O T E L S O N L I N E - O N L Y S T O R E S
31% 22%31% place a high importance on personalized promotions based on purchase history.
TARGET THEM AS INDIVIDUALS
22% place a high importance on payment alternatives
like mobile wallet.
OFFER E-PAYMENT OPTIONS
30%30% value brands that have their transaction
history on file.
KNOW THEIR PREFERENCES
16%16% value brands that ask for feedback directly from
their customers.
ENGAGE WITH THEM
C U S T O M E R S D E M A N D
G O O D S E R V I C EA N D T H E Y W A N T I T N O W
W H E N A S K E D W H E R E T H E Y G E T
G O O D S E R V I C ER E S P O N D E N T S S A I D :