The quality of a company’s products and services is by far the most important factor for consumers when they form their impressions about a company.
The attributes that best define customer centricity are a senior management team committed to understanding the customer, functional alignment in support of a holistic customer experience strategy and a corporate culture that prioritizes customer satisfaction.
Millennials are more likely than other generations to take a company’s reputation for social responsibility into account when making purchase decisions.
Price is the most important attribute for US consumers when shopping for goods and services, with 42% of respondents ranking it their top attribute and three-quarters ranking it among their top-3 (of 8 listed).
Some 56% of consumer goods executives identify data analytics as Very or Critically important to their strategy this year.
Some 55% of online consumers from 60 countries say they are willing to pay extra for products and services from companies committed to positive social and environmental impact.
A recent analysis from McKinsey suggests that there’s a big disconnect between the core brand messages most emphasized by B2B companies and the characteristics that are most valued by their customers.
Brands are failing to perform in the areas consumers deem most important to building and maintaining connections with them.
88% of Americans would stop buying a company’s products if they learned of the company’s irresponsible or deceptive business practices.
Only about one-third of women agree that “all brands are pretty much the same,” compared to 37% of men.