In a recent survey conducted by Ricoh Triple R research company to European customers, it revealed that European customers preferred to do business with companies that maintained a customer relationship. This list was topped by PayPal, followed by Yamaha Motor, Amazon.com and Apple Inc. Other organizations that made into the list chronologically included Samsung Electronics, Adidas, eBay, Microsoft as well as Google, Sony and Walt Disney. The last half of the 20 company list consisted of BMW, H&M, Marks and Spencer, Nokia, Carrefour, Philips as well as Pandora and Siemens. The last company on this list was Facebook.
This research revealed that European customers preferred brands that they felt as efficient, personal as well as responsive. In an interview with several customers, Triple R revealed that the customers preferred companies who customer service was taken care of by normal people other than machines and robots. The research was conducted on 3600 people from across Europe and targeted businesses from all industries without considering whether the businesses had incorporated digital solutions to their services. The Triple R is a model used by Ricoh Europe to determine how customers feel about the brand quality relationship. This took care of the commodity before it reached the consumer, during the response time and finally during retaining or purchase time.
The same research revealed that many European customers preferred companies that made them feel valued and part of something big. This brought about the necessity of good communication between businesses and their customers. The same brand showed that large percent of businesses care about the customer before they purchase a product, this number being 57 percent. After the purchase, only a small percent of companies care about the customers. The survey also revealed that European consumers wanted companies to adopt a new trend to care about the customers prior and after the purchase.