Consumers Value Personalized Service Over Brand Loyalty

Consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, according to inContact’s February 2013 survey that examines the state of customer service and the changing preferences of consumers.
According to the findings, 56 percent of U.S. adults would be at least somewhat likely to switch to another brand or company if it offered more options and channels than their current provider. Additionally, younger consumers aged 18 to 44 (64 percent) indicated this was true significantly more than their counterparts aged 55 or older (45 percent), showing a major shift among the younger consumer base in terms of decision making.  Progressive Grocer – Read more…​