Today, in anticipation of the 2011 NACCM conference, we’d like to share with you this new whitepaper from NACCM partners GfK Custom Research North America, “The Generational Effect.”
From Traditionals through to Generation Y, is there a ‘generational effect’ when it comes to customer loyalty and satisfaction? This paper explores the concept of generation and the extent to which various generations are both similar and different in their degree of loyalty, and the drivers of loyalty to companies in the various sectors. GfK compares key loyalty metrics from their benchmark surveys in the banking, automotive, credit card and cell phone sectors to reveal insights associated with this conjecture.
To read the paper, click here.
Want to hear more from GfK? Join us at NACCM for the session “Become a Leader in Customer Loyalty: Customer Loyalty and Experiences across the Generations on Tuesday, November 15th, 2011.
Drawing upon GfK Customer Loyalty cross-industry benchmark surveys, this session compares the generations in terms of the delighters that drive customer loyalty and dissatisfiers that drive customers crazy and lead to defection. Explore the similarities and differences between generational cohorts, such as Millenials (GenX) and GenYers, Boomers, Traditionals and emerging Gen Z. To learn more, download the brochure.
Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here.