EAST LANSING, Mich. — The more other customers look and act like us, the more likely we are to stay loyal to a particular store or product, according to a groundbreaking study co-authored by a Michigan State University marketing expert.
Surprisingly, the presence and behavior of other customers is just as important to brand loyalty as customer service, said Clay Voorhees. As a real-world example, he noted the fact that Abercrombie & Fitch offered to pay troublemaking cast members of the MTV reality show “The Jersey Shore” to stop wearing its clothes. (more…)
A new study from North Carolina State University shows that more than one-third of restaurant servers discriminate against African-American customers.
“Many people believe that race is no longer a significant issue in the United States,” says Sarah Rusche, a Ph.D. candidate in sociology at NC State and co-author of a paper describing the study. “But the fact that a third of servers admit to varying their quality of service based on customers’ race, often giving African-Americans inferior service, shows that race continues to be an issue in our society.” (more…)
*16 Percent of Mobile Users Access Financial Information or Accounts on Mobile Devices*
*comScore Releases 2011 U.S. State of Online and Mobile Banking Report*
RESTON, VA, February 2, 2012 – comScore, Inc., a leader in measuring the digital world, today released the 2011 edition of its annual State of Online and Mobile Banking report, which provides a comprehensive view of the key online and mobile banking trends in the U.S. in 2011. The report draws its analysis from a survey of more than 2,000 U.S. Internet users, supplemented by data from the comScore Mobile Financial Services Advisor report and the comScore opt-in behavioral panel of over 1 million U.S. Internet users. Among its findings, the report shows an upward trend in customer satisfaction with financial institutions and their banking websites early in 2011 following a decline in previous years. To download a complimentary copy of the report, please visit: https://www.comscore.com/OnlineBanking. (more…)