• Ricoh research reveals customer relationship leaders

        • 70 per cent of European consumers say the best brands are those who treat them as individuals, according to new research commissioned by Ricoh Europe. The finding from a survey of 3,600 consumers highlights the demand for personalised services, and for businesses to ensure they have the digital solutions to meet and exceed evolving customer requirements.

          Ricoh Europe has devised a ‘Triple R’ rating where consumers rank how brands build quality relationships with them before (Reach), during (Respond) and after (Retain) purchase.

          Out of consumer-facing brands operating across Europe, those deemed excellent in each of the three areas are:

          1. PayPal

          2. Yamaha Motor

          3. Amazon.com

          4. Apple

          5. Samsung Electronics

          6. Adidas

          7. eBay

          7. Microsoft

          7. Alphabet (Google)

          11. Walt Disney

          12. BMW Group

          13. H&M

          14. Marks & Spencer

          14. Nokia

          14. Carrefour

          16. Philips

          16. Pandora

          18. Siemens

          19. Facebook

          The research also reveals that 57 per cent would spend more with brands that make them feel valued, further emphasising the need for businesses to communicate in a more bespoke way.

          David Mills, CEO, Ricoh Europe said, “success in a digital-first world relies on brands using the right digital solutions to move closer to the customer. Automating time-consuming processes so that staff can focus on tasks that drive customer satisfaction. This creates win-win scenarios for company and customer, which supports profitable growth. The right technology along with streamlined digital processes are the most powerful tools in the battle to satisfy and retain today’s consumers.”

          Consumers want brands to reassess where in the customer journey they place closest attention to their needs. 50 per cent believe brands care most about their customers prior to a purchase. 59 per cent believe brands tend to only care about their money and not the level of customer service provided. And 70 per cent would prefer brands to focus more on their needs during and after the purchase.

          Find out more at www.ricoh-europe.com/thoughtleadership.

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