Insights|Executive Summary

Driving Customer Loyalty: Perception, Effort and Action

Driving Customer Loyalty: Perception, Effort and Action
The brands that lead are those that follow their customers. They prioritize meeting and exceeding customer expectations. They constantly examine and critique their ability to deliver a differentiated customer experience (CX).
Driving Customer Loyalty: Perception, Effort and Action

In This Summary

Based upon proprietary research conducted across the U.K. and U.S., this Executive Summary reveals the key research findings:

  • Better CX equals better loyalty
  • Customers want to help themselves 
  • Emerging channels are moving into the mainstream
  • Corporate social responsibility affects brand loyalty
  • Value matters more than price
Driving Customer Loyalty: Perception, Effort and Action