Mobilizing Shoppers™ - mobile improves customer service & experience. Consumers are less likely to make buying decisions based on brand loyalty, and more likely to choose a company that offers personalized customer experience options. 67 percent felt that consumers should have the ability to contact companies via SMS/text messaging.

personal preference options win over brand loyalty

Findings from a recent survey conducted by Harris Interactive and inContact, a provider of cloud contact center software, prove companies cannot rely on brand loyalty when it comes to keeping existing customers or winning new...