70% of European consumers feel that the best brands treat them as individuals. Ricoh’s recent research from a survey of 3,600 respondents, revealed that companies who prioritised personalisation of their services tended to meet customer expectations most often.
Ricoh has developed a ‘Triple R’ rating, which measures consumer relationships with brands as they interact before (Reach), during (Respond) and after (Retain) a sale. The best performing consumer-facing brands in Europe, according to the survey, were:
- Yamaha Motor
- Samsung Electronics
Chas Moloney, director at Ricoh UK & Ireland commented,
“The research we commissioned shows 57% of consumers would also spend more with brands that make them feel like valued customers. This heightens the fact that driving business growth must be intimately linked to making interactions easy and ensuring consumers feel appreciated.”
How can you develop similar practises for your organisation? Find out by downloading our Triple R infographic below: