Women Are More Loyal Than Men

We recently published the 2012 Temkin Loyalty Ratings that examines the loyalty of 10,000 U.S. consumers to 206 companies across 18 industries. I examined the difference in loyalty scores between men and women and it turns out that…

Women, as a group, are more loyal than men in all 18 industries

As you can see from the chart below, there are four industries where women have a double digit gap with men: rental car agencies, airlines, hotel chains, and grocery chains. In only three industries do women have less than a three point loyalty gap: TV service providers, Internet service providers, and credit card issuers.

The bottom line: Female customers may be even more valuable than you thought

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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