THE HAPPY CUSTOMER

FORMULANo two customers are alike, and no business can risk alienating a

single customer with bad service. Vision Critical conducted an original, exclusive study to find out how companies can tailor their

offerings to keep customers happy—and coming back.

W H E N A S K E D W H A T I M P R E S S E S T H E M , R E S P O N D E N T S R A N K E D T H E I R

T O P F I V E F A V O R I T ES E R V I C E O F F E R I N G S :

72% of Americans have contacted customer support AT LEAST ONCE

in the past 12 months

42% of Americans will stop shopping with a brand after

TWO BAD SERVICE EXPERIENCES

42%72%

E V E R Y C O M P A N Y W A N T S

M I L L E N N I A L C U S T O M E R S

They’re a $600 billion market and they'll give their business to companies that make an effort to know their preferences.

How do you do it?

Results from a study of 1,021 U.S. adults in April 2015.

To learn more about strategies to engage with customers and make your business more customer-centric, download:

K E Y S T R A T E G I E S F O R B U S I N E S S S U C C E S S

KEEPINGHAPPY

CUSTOMERS

WWW.VISIONCRITICAL.COM/KEEPING-CUSTOMERS-HAPPY

F R E E H O M E D E L I V E R Y A N D S H I P P I N G1

A 3 0 - D A Y , N O - Q U E S T I O N R E T U R N P O L I C Y3

A W E L L - D E S I G N E D , E A S Y - T O - U S E W E B S I T E5

A C U S T O M E R L O Y A LT Y P R O G R A M2

E A R LY A C C E S S T O S A L E S A N D P R O M O T I O N S4

And generally U N I M P R E S S E D by the service from:

F A S H I O N S T O R E S

S P O R T I N G G O O D S S T O R E S

T R A V E L A G E N C I E S

T A X I C O M P A N I E S

S H A R I N G E C O N O M Y

S E R V I C E S & P E E R - T O - P E E R

S I T E S

They’re I M P R E S S E D with the level of service from:

B A N K S & F I N A N C I A L

I N S T I T U T I O N S

S I T - D O W N R E S T A U R A N T S

G R O C E R Y S T O R E S

H O T E L S O N L I N E - O N L Y S T O R E S

31% 22%31% place a high importance on personalized promotions based on purchase history.

TARGET THEM AS INDIVIDUALS

22% place a high importance on payment alternatives

like mobile wallet.

OFFER E-PAYMENT OPTIONS

30%30% value brands that have their transaction

history on file.

KNOW THEIR PREFERENCES

16%16% value brands that ask for feedback directly from

their customers.

ENGAGE WITH THEM

C U S T O M E R S D E M A N D

G O O D S E R V I C EA N D T H E Y W A N T I T N O W

W H E N A S K E D W H E R E T H E Y G E T

G O O D S E R V I C ER E S P O N D E N T S S A I D :