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.

Company Details

RICOH UK LTD

22nd Floor
the Broadgate Tower
20 Primrose Street
LONDON
EC2A 2EW
UNITED KINGDOM

0207 655 0100

www.ricoh.co.uk

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