Coveo introduced the Service Relevance Report in January 2021, and found that customers were disappointed by brand experiences.
In fact, 73% broke up with the brand after three bad experiences.
Twelve months later, we asked 4,000 consumers in the U.S. and U.K. if the situation had gotten better.
What’s more, we also looked at what triggered customers — by age.
Turns out, brand loyalties are at risk —for opposing reasons.
The Fraying Thread of Customer Loyalty
If we had to distill the current customer service landscape into a single word, that word would be tenuous.
Customers are losing patience — and jettisoning brands — with poor service, but the nuance of how and why different demographics choose to leave is more compelling.
Take traditional phone support: it’s easy to claim that nobody wants to dial into a call center, but the data is far less definitive.
In our latest Relevance Report for Service, you’ll find original research that paints a more nuanced picture of what modern customers really want from their service experiences.
96% of people say a negative customer service experience affects whether or not they would buy from that company again.
This article is posted at coveo.com
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