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Research reveals which brands are deemed customer relationship experts

Brands need to be aware that differentiation has shifted towards the quality of customer relationships. At each stage of the consumer journey, brands have opportunities to win customer loyalty by delivering relevant and personal experiences.

New ‘Triple R’ research that was conducted by Censuswide and sponsored by Ricoh reveals what ‘good’ looks like from the perspective of a consumer, when buying a product. It looks at each phase of the customer journey – Reach, Respond and Retain – to assess how companies can meet customer expectations.

Using these three phases, we assess which of Europe’s largest consumer-facing brands perform best in building relationships with their customers. The top performing brands have been awarded ‘Triple R-status’ for perceived excellence during each phase.

PayPal, Yamaha Motor and Amazon deemed customer relationship leaders by consumers in Ricoh ‘Triple R’ research
70% of European consumers say the best brands are those who treat them as individuals. Find out which other consumer-facing brands were deemed excellent. Read more

Infographic: Customer reach, response and retention in the digital age
When it comes to caring for customers, there are three Rs that matter – Reach, Respond and Retain. Find out what customers want at each stage. Download Infographic

Case Study: UK retail embraces Omni-Channel sales approach
Carpetright is pioneering the divide between in-store and online patterns of buying. Their use of technology in-store has driven up to 100% more traffic to online sales. Read case study

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