Captivate International’s insights into customer experience are sought-after by a number of the most valuable brands in the world who wish to understand how to drive a culture of customer centricity.
We understand the power of emotional connection between the customer and your brand. And we know how to make that emotional connection stronger and more resilient.
Our research into customer loyalty proves that that the emotional connection with customers is the foundation of any successful brand. And that the experience a brand creates for its customers is what ultimately distinguishes the brand from its competitors.
Customers who love your company become your ‘Brand advocates’ and are a powerhouse of marketing for your brand. This is the reason why it is essential to develop a customer centric strategy that is focused on placing your customer at the heart of all your decisions, policies, procedures, product development and customer care.
According to Gallup, customers who are fully engaged represent a 23% premium in terms of share of wallet, profitability, revenue, and relationship growth over the average customer. And when we look at engagement in specific industries, we find even more evidence of its impact. For example:
- Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers.
- Consumer electronics shoppers who are fully engaged spend 29% more per shopping trip than actively disengaged customers.
- Hotel guests who are fully engaged spend 46% more per year than actively disengaged guests.
Companies that successfully engage their B2B customers realize 63% lower customer attrition, 55% higher share of wallet, and 50% higher productivity.
Captivate International has developed a proven model for customer centricity to empower our blue-chip clients to meet the needs and expectations of their customers.
To assist businesses to understand how to drive customer centricity in their organisations, Captivate International hosts a number of business seminars and breakfast meetings that equip and update delegates with the latest information and trends in customer experience and employee engagement. Our team of experts are frequently asked to present at customer experience and sales conferences across industries.