Report confirms strong connection between customer experience, loyalty
NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.
According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.
In the United States, where Temkin Group analyzed 18 industries, the largest gains from customer experience improvements were experienced by fast food chains, retailers and supermarket chains.
The research compared customer experience leaders — those companies that significantly outperform their industry peers — with customer experience laggards that have poor customer experience ratings. Companies that are customer experience leaders in both countries enjoy at least a 16 percentage-point advantage over customer experience laggards in key loyalty areas, such as the willingness of consumers to buy more products from them, the reluctance of consumers to switch business away from them and the likelihood of consumers to recommend them to friends and colleagues.
The report can be accessed from the Temkin Group website at Temkingroup.com.
Food Lion extends brand strategy to new markets
SALISBURY, N.C. — Food Lion has launched its new brand strategy in 268 stores in Virginia, West Virginia and North Carolina markets, the retailer announced Wednesday.
The brand strategy — which was first launched in the Raleigh, N.C., Fayetteville, N.C., and Chattanooga, Tenn., markets in May 2011 — is designed to offer customers lower prices on 6,000 items throughout the store and access to quality store-brand products at lower prices, including the company’s My Essentials value tier, as well as fresh produce and an easy and convenient shopping experience, Food Lion said.
In January, the company announced plans to accelerate the rollout of the strategy to an additional 600 to 700 stores by the end of 2012.
"We invite customers to visit their local Food Lion, where they will experience firsthand the enhancements we have made in our stores," Food Lion president Cathy Green Burns said. "As part of our new strategy, we are committed to being recognized as a price leader, making our stores easier to shop, offering the greatest value in store brands and providing fresh produce. We believe our new brand strategy enables us to better serve our customers in these markets."
Healthy Trucking Association of America introduces driver wellness program
ATLANTA — The Healthy Trucking Association of America on Monday announced the launch of the HTAA Driver Vitality Program as one of the first universal, personal health-and-wellness management tools that professional drivers can use to improve and maintain their health.
“The HTAA Driver Vitality Program is the single most important development to date in the nationwide campaign to help drivers improve their health,” HTAA executive director Bill Gordon said. “It’s exactly what the industry needs — a universal platform that all drivers can use [and] an industry standard that can benefit every driver and every fleet.”
The HTAA has partnered with the Vitality Group in the development of this program for the trucking industry and address all the common ailments that impact drivers in the trucking industry. Whether a driver is suffering from obesity, diabetes, respiratory illnesses, hypertension or a variety of other illnesses, the HTAA Vitality Program will identify the problem that needs to be addressed, lay out a pathway for the driver to follow, provide the resources the driver needs and then reward the driver for his or her efforts.
“We’ve been working for over three years to develop this program," Gordon said. "So many ‘wellness programs’ are really just weight-loss diet plans," he said. "This program is the game changer that is going to finally give drivers and fleets the tools they need to turn around the trucking industry’s current negative health trend."
The HTAA will be unveiling the details of the new HTAA Driver Vitality Program at the upcoming HTAA Healthy Trucking Summit held in Atlanta April 24 to 26.