81% of European Shoppers Willing to Pay More for Better Customer Experience
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by Richard Lefebvre
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Published on Sun, 16 Dec 2012 16:34:09 +0000
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2012/12/16
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Customer Experience provides strategic driver for business growth
- Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized.
- The research report, “Why Customer Satisfaction is No Longer Good Enough,” reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%.
- Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand.
- The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months.
- For full research findings please go to: http://bit.ly/UwmB3j or check the Press Release
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