|
|
 |
|
Viewing report
|
|
|
|
Customer Loyalty & Satisfaction 2006: Creating a Branded Customer Experience
BioInformatics, LLC, Aug 2006, Pages: 174
Overview
Creating loyal and satisfied customers doesn’t happen overnight — especially in the scientific market. Loyalty accrues over time with each successive interaction a customer experiences with your company. To build enduring loyalty, life science vendors must create a branded customer experience where the expectations of customers are consistently exceeded. From ordering and delivery through post-sale support, suppliers must understand what elements of product and corporate performance drive satisfaction. With successive positive experiences, scientists’ levels of satisfaction grow higher, and with total satisfaction comes enduring loyalty.
Customer Loyalty and Satisfaction: Creating a Branded Customer Experience will help suppliers understand current levels of customer loyalty and what factors to change in order to increase satisfaction. By applying research methodologies developed in consumer markets, advanced statistical techniques are used to measure the degree of importance that scientists attach to 18 critical customer touchpoints. This data lays the foundation for a series of comprehensive analyses of which touchpoints play the greatest role in a customer’s satisfaction with a supplier and how this translates into enhanced loyalty that drives repeat sales, higher profitability and word-of-mouth referrals.
Nearly 1,700 life scientists from around the world, representing all of the most significant segments of the market, including the all-important pharmaceutical and biotech sectors, completed the detailed questionnaire. These scientific customers ranked their experience with 24 of the industry’s leading suppliers to provide a comprehensive picture of the state of customer loyalty in the life science market today.
The enormous wealth of data from this survey is presented both in the aggregate and in the form of detailed profiles of 24 market leaders. The responses of these life science customers are combined, contrasted, and compared in order to create five essential models of customer loyalty and satisfaction:
- Customer Retention Rate
- Satisfaction Measures
- Buying Decision Process Model
- Loyalty Measures
- Customer Experience Index
Through this report, suppliers are able to benchmark their performance against those of their competitors to identify areas of both strength and weakness. Each of the five distinct models is comprised of numerical scores derived from the survey data to explore issues such as perceptions of performance, corporate competency and post-purchase professionalism.
Moreover, through dozens of detailed graphs and tables, regional and market segment differences in expectations and corporate performance are highlighted. The analysis concludes with ratings of the 'best' and 'worst' suppliers for each of the 18 critical customer touchpoints.
By examining the customer experience from vendor selection and ordering through product use and post-sale support, the report can be used throughout the company, including senior decision makers in Marketing, Sales, Customer Service and Technical Support.
As always the purchase of this report includes one complimentary hour of consulting with our experienced analysts who can describe how these advanced consumer research methodologies can be incorporated into your own satisfaction surveys and Customer Relationship management systems.
From the customer’s perspective, a purchase initiates a relationship. Scientific customers, especially those involved in complex, long-term experiments, usually want and need an ongoing relationship with a supplier. Too often, however, suppliers view a sale as the culmination of a long relationship, one that began as cold call, then a sales lead, then a quote, and finally a purchase. By adopting the customer’s perspective of the buyer-seller relationship, Customer Loyalty and Satisfaction: Creating a Branded Customer Experience shows suppliers how to create real value for their customers, build relationships and engender enduring loyalty
Report Objectives
From the perspective of life scientists, this report provides an in-depth analysis of the elements of a customer’s experience that contribute to building customer loyalty with 24 corporate brands in the life science market. This report fulfills the following objectives:
- Analyze the customer’s buying decision process in a three-step, quantitative model that provides a supplier with a comparative basis to evaluate their brand’s performance
- Rank over-performing and under-performing brands based upon 18 key attributes related to the pre-purchase, purchase, and post-purchase stages of the buying decision process
- Determine the average customer retention rate and customer life years on a brand-by-brand basis
- Assess customer satisfaction and customer loyalty with each brand based upon a comprehensive set of marketing performance metrics
- Measure the degree to which each brand compares to an ideal life science brand
- Estimate the likelihood to repurchase from specific brands
- Reveal respondents’ willingness to recommend a particular brand to one’s colleagues
- Provide supplier-specific profiles detailing customer satisfaction and loyalty metrics based upon detailed segmentation for each brand
- Calculate the Customer Experience Index, which summarizes the extend to which customers have bonded with a particular brand
Customers who bought this item also bought
Understanding Switching Dynamics: Maximizing Customer Retention in the Life Sciences
The Variance in Customer Experience: Customer Affinity from Optimized Content Delivery
Q1 2008 Energy Buyer Survey: Major Energy User Gas Customer Satisfaction
Q1 2008 Energy Buyer Survey: Major Energy User Power Customer Satisfaction
2006 US Internet Travel Customer Satisfaction Report
Finding the Performance Payoff in Customer Experience - Lessons from Leaders
How To Create Brand Loyalty Among Todays Consumers
Customer Satisfaction Analysis for Automation and Control Solutions (ACS) in the African Metal and Mining Industry
Brand Loyalty for Luxury Marketers
CRM: A Customer Satisfaction Survey
Customer Loyalty in European Banking 2003
Customer Satisfaction And Channel Preference In Australian Utilities
|
|
|
|
