Matt O’Grady, President, Nielsen Claritas
In a down economy, price sensitivity can trump loyalty as customers are forced to reduce their spending. Nationwide surveys have reported a decline in corporate allegiance as consumers shift their concerns from patronage to price. When the Nielsen Convergence Audit surveyed 38,000 Americans about their technology purchases, 24 percent said they had switched their cell phone, cable TV and Internet service providers in the last six months of 2008. To strengthen the bonds with their best customers and retain wallet share, a number of innovative companies …