A recent study conducted by Marsad Marketing Consultancy showed that although customers choose or leave a brand for clearly different reasons, a deeper look on the data shows that the reasons might be interlinked. While customers stated that the main reasons to deal or choose certain brand over others are the brand reputation (60%), word of mouth (45%) and customers reviews on social media (12%), the customers who decided to drop a brand left for other reasons, mainly bad service (45%) and lack of customer appreciation (30%).
Marsad Marketing Consultancy is fact-based marketing and customer experience strategy consulting firm with imperative focus on delivering actionable and effective strategies to its clients across industries. Marsad helps clients to understand and answer key strategic questions:
- Is the company on strategy? Is your strategy well communicated with customers and more importantly, are your employees positively engaged and work as brand ambassador?
- Do you have the ideal customer experience in place across channels? Is your operation lead by customer choice and key moments of truth?
- Are you tracking the right Key Performance Indicators (KPI)? More importantly, are they up-to-date and actionable?