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

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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