As expected, mobility is one of the more sensitive industries to impact of customer experience on loyalty/purchasing/recommendations. When deciding how to resource frontline care, and what types of process to put in place to ensure a positive ongoing customer experience, understanding the sensitivity analysis below is key to making the right decisions.
March 12 2009 - http://experiencematters.wordpress.com/2009/03/12/more-info-on-customer-experience-and-loyalty/
- Meeting needs tends to correlate the most with purchasing more
- Being easy to work with correlates the most with purchasing more and making recommendations
- Enjoyability correlates the most with making recommendations
Looking at the matrix of customer experience and loyalty, here are the industries with the highest level of correlation in each area:
Feb 18 2009 - http://experiencematters.wordpress.com/2009/02/18/customer-experience-correlates-to-loyalty/
Posts
