What customers really want from you

What enstomers really mant A happy, loyal customer is what every business wants... but hom do you mahe a customer loyal? A guarter of adults in the UR viait brands online everyday but why.... 71% 34% like the flexibility of shopping anytime and anywhere like the value of having online reviems Online ecommerce traffic 49.7% 50.3% OVER 1.2 BILLION ARE ACCESSING THE INEERNET THROUGH A MOBILE DEVICE On average a loyal customer is morth ten times as much as their finst purchase 60-70% 5-20% Probability of selling to Probability of selling to a nem customer an existing customer 81% 71% Prefer to communicate mith brands through SmS than Say il's annoying to have conversations in different apps apps When talking to brands SMS is viemed by customers as ... Quiek Cowentent 67% 56% said that hello ... 2% personalised treatment mould heep them coming back 19% 4.2% of people mill clich the URL link in an SMS of people mill clich the URL link in an email Typical business hears from... 4% 96% 91% OF IE'S UNHAPPY CUSTOMERS DONt VOICE COMPLAINES WILL NEVER COME BACK Text Marketer one of the UK's largest SMS providers text marketer www.textmarketer.co.uk We deliver. You save. Sources: SAP White House Office of Consumer Affairs Emarsys Shopify Trinity Digital Marketing Marketing Metrics Textboard & MailChimp 'Understanding customers' Ruby Newell-Legner