Turning the tide with trust

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the opposite.

Customers are getting less willing to forgive and forget when their experience with a brand falls short.

The shift in expectations has been significant:

A 2018 report by PWC found that nearly one-third (32%) of global customers would stop doing business with a brand they loved after just one bad experience, and 59% would walk away after “several” negative experiences.
Coveo conducted a similar survey in 2021, and the number of consumers who would walk away after a few bad experiences has skyrocketed since 2018. In Coveo’s survey of nearly 2,000 consumers, 73% said they’d walk away after three bad experiences.

Read the full article on Contact Center Pipeline here: contactcenterpipeline.com