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Customer Relationship Management in the United States 2011
Mintel, Jan 2011, Pages: 75
While there is some indication that the economy is improving and consumers are gaining the confidence they need to increase discretionary spending, it is equally clear that the current sales environment remains very challenging for many firms. As such, retailers, as well as manufacturers, are taking steps to deliver exceptional value while working to optimize customer satisfaction, thereby inviting greater loyalty.
In order to help companies better understand what drives customer satisfaction and how excellent service can impact the bottom line, Mintel developed this report.
The analysis addresses the following questions:
- What impact, if any, are macro-level economic conditions having on customer service in the U.S.?
- Which companies are leaders in customer satisfaction and how have they achieved that status?
- How are companies innovating to deliver superior service and invite customer loyalty?
- What types of retail promotions tend to be of greatest interest to consumers and which are less enticing?
- How are consumers using telephone and online customer support compared to last year?
- How do perceptions of customer service and satisfaction vary between major demographic segments?
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