The Internet is making it easier than ever for consumers to research companies' products and services and take their business to different companies when their expectations are not met, according to a recent study released by Accenture.
The customer loyalty study, based on a survey of more than 1,000 U.S. consumers, found that the majority of consumers believe that the Internet makes it easier to change service providers. For instance, when asked why this is so, 61 percent of respondents said it was because the Internet gives them access to information about companies, their services and their competition online, and half (50 percent) said it was because the Internet enables them to actually purchase the products or services online.
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