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

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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