Service Versus Low Prices: The Battle For Loyalty

Air Date: Friday, October 16, 2009

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

Do consumers want low prices or good customer service? It's no surprise that the answer is often "both." But we learned a lot about what drives consumers' choices when we segmented consumers into four groups: Service Seekers, Price Seekers, Price & Service Seekers, and Others. It turns out that Service Seekers far outnumber Price Seekers and that they are the most loyal customers. This analysis covers 12 industries: airlines, banks, credit card providers, health plans, hotels, insurance firms, Internet service providers, investment firms, PC manufacturers, retailers, TV service providers, and wireless phone carriers.

Agenda:

• Which is more important: low prices or customer service?
• What's the difference between Service Seekers and Price Seekers?
• What are the implications for companies?

Related Research:

Service Seekers Are More Loyal Than Price Seekers

by Bruce D. Temkin, August 31, 2009

Who Wants Low Prices Or Good Customer Service?

by Bruce D. Temkin, July 23, 2009

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.