Portals eNewsletters Web Seminars dataWarehouse.com DM Review Magazine
DM Review | Covering Business Intelligence, Integration & Analytics
   Covering Business Intelligence, Integration & Analytics Advanced Search

View all Portals

Scheduled Events

White Paper Library
Research Papers

View Job Listings
Post a job


DM Review Home
Current Magazine Issue
Magazine Archives
Online Columnists
Ask the Experts
Industry News
Search DM Review

Buyer's Guide
Industry Events Calendar
Monthly Product Guides
Software Demo Lab
Vendor Listings

About Us
Press Releases
Advertising/Media Kit
Magazine Subscriptions
Editorial Calendar
Contact Us
Customer Service

Customer Loyalty Can be Lost in a Click

    Online News published in DMReview.com
December 26, 2005

The Internet is making it easier than ever for consumers to research companies' products and services and take their business to different companies when their expectations are not met, according to a recent study released by Accenture.

The customer loyalty study, based on a survey of more than 1,000 U.S. consumers, found that the majority of consumers believe that the Internet makes it easier to change service providers. For instance, when asked why this is so, 61 percent of respondents said it was because the Internet gives them access to information about companies, their services and their competition online, and half (50 percent) said it was because the Internet enables them to actually purchase the products or services online.

For instance, while 63 percent of respondents said they would complain directly to a company about a service or product problem, an even greater number (68 percent) said they would tell family and friends about their negative experiences with those companies, and the same number said they would switch to a competing company following a bad experience.

Survey results indicate that the desire for a consistent balance between price, service and product quality also influences consumer decisions. For example, when asked to identify the main reasons they would change the company with which they do business, the greatest number of consumers - 80 percent - said lower prices, followed by the provision of better service (58 percent) and better products (48 percent).

The study also revealed the valuable benefits of sustained customer loyalty. When asked about businesses of which they are loyal customers, respondents said they would continue to make purchases from the company (82 percent), recommend the company to others (74 percent) and purchase even more goods or service from that company (48 percent).

International Communications Research, on behalf of Accenture, queried more than 1,000 U.S. consumers online in June 2005 to help evaluate the state of customer loyalty and satisfaction among consumers.


For more information on related topics visit the following related portals...

This piece has been brought to you by the DM Review Editorial staff.

Solutions Marketplace
Provided by IndustryBrains

TechExcel CRM
TechExcel CRM sets the standard for high-end CRM: powerful, configurable, affordable and easy to use.

Manage Data Center from Virtually Anywhere!
Learn how SecureLinx remote IT management products can quickly and easily give you the ability to securely manage data center equipment (servers, switches, routers, telecom equipment) from anywhere, at any time... even if the network is down.

Find CRM Consultants
Post You Project for Free. Get Bids from Thousands of Pre-Screened Consultants.

Customer Relationship Management for IT
Web-based CRM and more with Autotask: Great business management software optimizes resources and track billable project and service work. Get a demo, then try it free with sample data. Click here for your free trial!

Strategic CRM Analytics White Paper
This white paper explores how companies can extend their CRM applications by using BI tools to turn CRM data into actionable information to drive strategic decision-making and improve ROI.

Click here to advertise in this space

E-mail This Online News E-Mail This Online News
Printer Friendly Version Printer-Friendly Version
Related Content Related Content
Request Reprints Request Reprints
Site Map Terms of Use Privacy Policy
SourceMedia (c) 2006 DM Review and SourceMedia, Inc. All rights reserved.
SourceMedia is an Investcorp company.
Use, duplication, or sale of this service, or data contained herein, is strictly prohibited.