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Groundbreaking research lets customers react to how they’re being sold…and the results aren’t pretty
Who needs to read this research report? Anyone involved with customers—from CEOs to marketing & advertising professionals to business educators.
This groundbreaking new study is filled with “need to know” information about today’s newly empowered customers and their rising expectations of companies. Best-selling author and global CRM guru Paul Greenberg aptly describes the report by saying, “They (Lee and Mangen) have verified and amplified with hard data the growing perception that the new breed of customer is here to stay and businesses need to react—or risk their very existence.” This “thick” report includes:
- Comprehensive analysis of customer buying factors.
- Industry-specific buying factors.
- Age and gender influences.
- New customer behavioral segments.
- Assessment of the growing gap between customer expectations and company behavior.
- Customer assessment of traditional marketing practices including brand-building and cross-selling.
- Customer evaluation of online customer service.
- How industry self-interest has blown CRM off course.
- Consequences of customer “group think” and “group behavior” on out-of-favor companies and industries.
- Coming implications of empowered customer markets for companies & senior management plus marketing, advertising and CRM professionals.
It took a sharp departure from traditional customer research practices to produce this much new insight into what customers really want (and don’t want). The information yield from this new study is abundant—and it’s “must know” stuff for those who want to keep up with customers.
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