{"id":7140,"date":"2019-04-12T11:43:21","date_gmt":"2019-04-12T11:43:21","guid":{"rendered":"https:\/\/www.openbusinesscouncil.org\/?p=7140"},"modified":"2019-04-12T11:43:21","modified_gmt":"2019-04-12T11:43:21","slug":"customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down","status":"publish","type":"post","link":"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/","title":{"rendered":"Customer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down"},"content":{"rendered":"
\"Customer
Customer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down<\/figcaption><\/figure>\n

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they\u2019ll leave a supplier that they don\u2019t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as a top three factor in building trust.<\/p>\n

These are the headline findings of the 2019 Eptica Digital Trust Study<\/a>, which surveyed 1,000 consumers on their attitudes to trust, as part of wider research into the customer experience offered by top UK brands.<\/p>\n

If trust breaks down 79% of consumers said they\u2019d switch from a brand, with nearly half (49%) doing it immediately. A further 10% said they remain but would spend less. Just 4% said they\u2019d continue to buy from a brand at the same level. Men are faster to switch \u2013 with 52% moving to a rival immediately, compared to 45% of women.<\/p>\n

Demonstrating the importance of customer service to trust, 59% of consumers said \u2018giving satisfactory, fast and consistent answers\u2019 to their questions was vital to loyalty. Respondents trusted recommendations from friends and family (52%) above review sites and social media (28%). Over a third (35%) said good advertising was the least important factor in building trust.<\/p>\n

\u201cBrands need to build trust if they want to create strong, long-term relationships with consumers,\u201d said Olivier Njamfa, CEO and Co-Founder, Eptica. \u201cIf trust breaks down, customers have no qualms in switching to rivals, making it vital that brands start by getting the basics right and start to listen. They need to act and deliver on their promises if they want to be successful in meeting rising consumer expectations.\u201d<\/p>\n

Certain industries are more trusted than others, according to the research. Food retailers were trusted most (ranked first by 21% of respondents), followed by government (16%) and banks (12%). When asked who they least trusted, the top sectors chosen by consumers were automotive\/garages (16%), tech\/social media (15%) and insurance and government (both 10%). This provides opportunities for brands in these sectors \u2013 if they can increase engagement and build trust they will be able to differentiate themselves successfully from rivals and increase overall revenues.<\/p>\n

The Study also found that consumers don\u2019t feel that brands are listening to them. Just 8% said that their voices are being heard all of the time, with 74% believing brands pay attention to their views half the time or less. Given the actionable insight that customers can provide to improve processes, products and services, this shows that brands are missing out on essential intelligence that can transform their businesses.<\/p>\n","protected":false},"excerpt":{"rendered":"

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters (79%) of consumers saying they\u2019ll leave a supplier that they don\u2019t trust. At the same time, focusing on getting customer service basics right and listening to consumers will help brands more than advertising, with 63% of consumers ranking easy processes as […]<\/p>\n","protected":false},"author":7,"featured_media":7142,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mo_disable_npp":""},"categories":[1],"tags":[3440],"acf":[],"yoast_head":"\nCustomer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down - OpenBusinessCouncil Directory<\/title>\n<meta name=\"description\" content=\"Failing to build trust undermines customer loyalty and damages revenues, with over 79% of consumers saying they\u2019ll leave a supplier that they don\u2019t trust\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down\" \/>\n<meta property=\"og:description\" content=\"Failing to build trust undermines customer loyalty and damages revenues, with over 79% of consumers saying they\u2019ll leave a supplier that they don\u2019t trust\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\" \/>\n<meta property=\"og:site_name\" content=\"OpenBusinessCouncil Directory\" \/>\n<meta property=\"article:published_time\" content=\"2019-04-12T11:43:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.footballthink.com\/wp-content\/uploads\/2019\/04\/retail-sector.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1380\" \/>\n\t<meta property=\"og:image:height\" content=\"584\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Hernaldo Turrillo\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hernaldo Turrillo\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\"},\"author\":{\"name\":\"Hernaldo Turrillo\",\"@id\":\"https:\/\/www.footballthink.com\/#\/schema\/person\/b9610afd0759dc701187a7f622375c23\"},\"headline\":\"Customer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down\",\"datePublished\":\"2019-04-12T11:43:21+00:00\",\"dateModified\":\"2019-04-12T11:43:21+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\"},\"wordCount\":451,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.footballthink.com\/#organization\"},\"keywords\":[\"Research\"],\"articleSection\":[\"Open News\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\",\"url\":\"https:\/\/www.footballthink.com\/customer-loyalty-79-of-uk-consumers-will-switch-brand-if-trust-breaks-down\/\",\"name\":\"Customer Loyalty: 79% Of UK Consumers Will Switch Brand If Trust Breaks Down - 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