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Wed | Jul 14 1:30 PM - 2:30 PM

MARKETING WEBINAR – how has the pandemic changed customer loyalty?

North East England Chamber of Commerce North East England Chamber of Commerce
In this webinar, data insights specialists from SRM Europe will share their latest research and what it means for North East businesses.

MARKETING WEBINAR – how has the pandemic changed customer loyalty?

The pandemic has changed how customers interact with businesses. Whether you’re in a B2B or B2C marketplace, chances are you’ve seen a lot less of your customers and clients face to face, and you’ve had to find new ways to interact with them.

But how has that changed their loyalty towards you? Will people remember those who went the extra mile during a difficult time? Or has the whole experience made customers less sticky?

In this webinar, data insights specialists from SRM Europe will share their latest research and what it means for North East businesses.

Summary

The 2021 customer experience and loyalty research from SRM looks at perceptions of service, engagement, and brand affinity across the Banking and Retail sectors. It covers feedback from over 5,000 customers for 50+ brands across the UK and US. The insights include:

– The customer’s view of how firms have performed during the pandemic,

– How digital experience and future channel preferences have evolved,

– The importance of having a social purpose,

– What is changing the drivers of customer loyalty.

In the session we will share the highlights from the research and explore the implications for different business sectors as we emerge from lockdown restrictions.

Speakers

Founding members of SRM’s Insight & Data Analytics (IDA) team, Jehan Sherjan & Pete Bainbridge both have over 20 years’ experience in a range of insight and consulting roles across a range of industry sectors – including Financial Services, Retail, Music, and Membership Organisations. The Insight & Data Analytics team help businesses generate and analyse actionable customer experience and data insights, with independent interpretation and support to deliver a positive impact to performance. The customer experience and loyalty research was established in 2012, and has covered over 125 brands and 100,000 responses since its launch.

If you have any queries on this webinar please contact events@neechamber.co.uk or 03003036322.

Nearly every Chamber webinar is open to members only. If you’d like to speak to us about membership please contact alex.cannings@neechamber.co.uk.

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