How to lose a customer and get negative word of mouth. I still find it incredible how easy it is for an organisation to lose a customer and get negative word of mouth through social media coverage. A short while…
What can gliding teach us about customer experience management? One of my passions is gliding and the other day, when flying on a crisp autumn morning, I found myself contemplating how gliding and customer experience management have many parallels. And…
This is the second in our National Customer Service Week blogs. Today’s theme: How do you create a Detractor? Sadly the answer is all too easily, especially if you don’t live up to promises, leave a customer chasing you for a…
How to encourage customer disloyalty, or how not to be customer centric I recently left my gym in central London, part of a big red chain. Don’t get me wrong, I didn’t cancel because I wasn’t using it; I went…
The warranty safety blanket There can be little doubt that longer manufacturer warranties do influence the purchase decision for many automotive customers. Choosing a vehicle with a warranty of longer than 3 years gives the customer that ‘cloak of comfort’ that the car will…
On my commute to work I read an article on how a large proportion of retailers were selling products on Black Friday at prices that shoppers could have bought cheaper on either side of the day. Correct me if I’m…
The changes impacting automotive loyalty The automotive industry is enjoying a period of upheaval, with consumer decision-making changing fast and loyalty all but disappearing. But these shifts are not happening in isolation, as this infographic demonstrates. This is taken from our whitepaper –…
Source: BBC News The scale of Volkswagen’s emission test cheating As reported by the BBC, Volkswagen is the number one global car maker in terms of sales. However, with Volkswagen admitting it deceived regulators in exhaust emissions tests by installing…
In our last blog based on the findings of our Loyal Losers Part Two (LL2) study we looked at consumer attitudes towards recruitment and retention adverts. In this post we look at what consumers want from brands’ ad campaigns. While…
Following on from our last blog post about the four loyalty personalities – Loyalists, Passive Loyalist, Neutral/Unengaged, Conditioned Switchers – we thought we’d take a closer look at the findings from the qualitative phase of ‘Loyal Losers Part Two’ (LL2)…
Further to our last blog about our recently published Loyal Losers Part Two (LL2) study, we thought we’d delve a bit deeper into the four loyalty personalities that emerged from the quant phase of our research. The 2,024 UK respondents,…
Offering great deals might be the usual way to attract new customers, but as more brands recognise the value of long-term customer relationships, the number of promotions to retain them is increasing. In our study Loyal Losers Part Two (LL2)…
The Customer Experience Exchange for Retail is taking place this week in London. Amongst a who’s who of brands speaking at the conference is Nespresso. We know from our work with Nespresso that it is a world-leading retail brand for…
Watch an interview with Beehive Research MD Paul Kavanagh at the IQPC Customer Experience Exchange Conference Holland Nov 2013 about the Loyal Losers research. Loyal Losers
From our recent work on loyalty we’ve extracted some valuable insights into why people switch suppliers/providers. Perhaps more importantly, we’ve identified what brands need to do to retain those precious, loyal customers – those so often overlooked in favour of…
We recently carried out a piece of research to evaluate the loyalty of car insurance and energy customers and their tendency to switch suppliers*. What we discovered provides useful learnings for brands working in other sectors too. A significant number…
Why do consumers stay loyal – even when they know they could save money by switching?
That’s the question we wanted to answer when we set out to understand ‘Loyal Losers’ recently.