Breaking News

Consumer Loyalty In the Internet Age

January 24, 2013

In 2012, one in five consumers switched companies they patronize, including wireless phone, internet service and retailers, according to new Accenture study. This marks a 5% increase in switching over 2011 levels.

The eighth annual Accenture Global Consumer Survey found that 85% of respondents said companies could have done something differently to prevent them from switching.

The survey, which polled more than 12,000 consumers in 32 countries, found that among those consumers who would have stayed if their provider had acted differently, two-thirds (67%) pointed to having their customer service issue resolved during their first contact as a factor. More than half (54%) might have remained loyal if they had been rewarded for doing more business with their provider.

Retailers showed one of the largest rises in switching (22% switched, up from 16% in 2011) of the 10 industries covered in the survey. Only wireless phone companies and internet service providers topped it.

Broken promises are a top area of frustration for consumers, according to the survey, as 63% of respondents indicate it’s extremely frustrating when a company delivers a different customer service experience from what it promised.In addition, 78% of consumers say they are likely to switch providers when they encounter such broken promises.

Other frustrations that make consumers more likely to switch include having to contact customer service multiple times for the same reason (selected by 65% of consumers), dealing with unfriendly customer service agents (65%) and being on hold for a long time when contacting customer service (61%).
  • Skin of Color Society Connects Experts

    Skin of Color Society Connects Experts

    Melissa Meisel, Associate Editor||January 16, 2017
    Dermatologists from across the nation share information and ideas.

  • Erasa

    Erasa's New Evangelist(a)

    January 9, 2017
    Impressed by the performance of its hero SKU, supermodel Linda Evangelista joins the company in a hand's on role.

  • Discourse on Disclosure

    Discourse on Disclosure

    Tom Branna, Editorial Director||January 6, 2017
    Transparency impacts the cleaning industry.

  • Hitting the Right Notes

    Hitting the Right Notes

    January 6, 2017
    Agilex Fragrances is the leader in the middle market fragrance category.

  • The Smell of Clean in 2017

    The Smell of Clean in 2017

    January 6, 2017
    Changing consumer lifestyles and demographics are impacting the scents found in the household cleaning category.

  • On the Edge

    On the Edge

    January 6, 2017
    Expanding beauty brands to watch in 2017