Customers aren’t as loyal as they used to be. They’d rather trust a friend’s comment on Facebook than a glossy advertisement. So any loyalty a brand can generate matters less and less.
In our recent research, Autonomous customer 2013, 78 per cent expect customer service from the old, established, respected brands’ to match the new players’. Nearly half thought that blind loyalty was a thing of the past. It’s all about what happens here and now. [Read more...]