Fara Haron, Regional CEO & EVP Global Clients
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