The interpersonal skills of employees ultimately make or break the customer experience.

Customer Defection

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

8875 Hidden River Parkway, Suite 400, Tampa, Florida 33637 USA

Toll Free: 800.456.9390

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