US Consumers Ditch Brand Loyalty for Personalized Service

          US Consumers Ditch Brand Loyalty for Personalized Service

inContact Survey of Consumers Underlines the Need for Today's Companies to
Better Understand Consumer Preferences and Customize Services

PR Newswire

SALT LAKE CITY, March 20, 2013

SALT LAKE CITY, March 20, 2013 /PRNewswire/ --inContact (NASDAQ: SAAS), the
leading provider of cloud contact center software and contact center agent
optimization tools, today announced the findings of their February 2013
survey, that examined the current state of customer service and the changing
preferences of consumers.


The study, conducted online by Harris Interactive among 2,191 U.S. adults aged
18 years or older shows that consumers are making less of their buying
decisions based on brand loyalty, but rather on which companies can match
their desired experience, at a time of their choosing. According to the
findings, more than half (56%) of U.S. adults would be at least somewhat
likely to switch to another brand or company if it offered more options and
channels to connect with them than they were currently using. Further, younger
consumers aged 18-44 (64%) indicated this was true significantly more than
their counterparts aged 55 or older (45%), showing a major shift among the
younger consumer base in terms of how they're making decisions.

Based on the findings, this generation of consumers, who are used to lots of
information and being presented with a myriad of choices, showed a desire for
options that allow for a tailored experience in their interaction with
brands, and is demanding more options and availability to handle these
interactions when and how they see fit. The survey results clearly show that
consumers are demanding control of their experience, and companies are at risk
of losing customers if they neglect to accommodate customer preferences or
adopt evolving channels of communication in providing service.

Key Findings Include:

When asked about preferences regarding how they wish to interact with brands,
respondents showed overall that they not only prefer, but expect, companies to
offer options for a variety of channels and devices. Key findings of the
survey include:

  o56% of U.S. adults indicated that they would be at least somewhat likely
    to switch to another brand/company based on customer service options
  o25 % of U.S. adults do not feel loyalty toward any type of brand
  o63% of U.S. adults indicated that brands that don't offer options for
    communicationother than the 1-800 number seem outdated or old fashioned
  o86% of U.S. adults expect brands to offer multiple options and flexible
    timing to interact with customer service
  oWomen (71%) are nearly ten percent less likely than men (79%) to feel
    loyalty toward a brand
  o70% of U.S. adults say that mobile apps are at least somewhat important
    for companies to offer

"The survey results are clear: consumers expect more choices and more ways to
interact with business today. The smartest companies are quickly adapting to
changing consumer behaviors and needs, extending customer service beyond just
phone and email to mobile apps, text messaging, chat and social media." said
Paul Jarman, CEO of inContact. "At inContact, we believe that offering a
personalized customer service experience is at the forefront of success for
brands today. We have added significant new features to our own platform to
help our users adapt to new channels and new ways of communicating."

Survey Methodology

This survey was conducted online within the United States by Harris
Interactive on behalf of inContact via its Quick Query omnibus product from
February 11-13, 2013 among 2,191 adult ages 18 and older.

More Information

  oLearn about our ground-breaking new cloud software release:
  oFollow @inContact on Twitter:
  oBecome a fan of inContact on Facebook:

About inContact

inContact (NASDAQ:SAAS) is the cloud contact center software leader, helping
organizations around the globe create high quality customer experiences.
inContact is 100% focused on the cloud and is the only provider to combine
cloud software with an enterprise-class telecommunications network for a
complete customer interaction solution. Winner of Frost & Sullivan 2012 North
American Cloud Company of the Year in Cloud Contact Center Solutions,
inContact has deployed over 1,300 cloud contact center instances. To learn

SOURCE inContact

Contact: Cheryl Andrus,, +1-801-320-3646, or Pazia
Dwyer,, +1-703-390-1514; INVESTOR: Steven Pasko, Market
Street Partners, +1-415-445-3238,
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