Market leaders have recalibrated customer expectations about the character of one-to-one interactions with employees. How likely are customers to punish a company for failing to meet those expectations?
• Fifty percent of all U.S. respondents were “somewhat” to “very” likely to defect to a competitor after a single bad experience with a brand.
• Ninety-three percent of worldwide customers would defect to another company after three or fewer bad experiences.
• Nearly 40 percent of all respondents worldwide have posted negative online reviews affecting brand image.
I never knew it was THIS dramatic until I read the report…….
Report Name: Why Your Customers Stay or Stray: Insight From Global Customer Experience Research
Produced by: World Headquarters
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