The pandemic caused a lot of changes both in personal as well as professional lives, but no aspect of human society was chanted quite as fundamentally as consumer behavior. Customers are notorious for not being fully cognizant of what they want, but in spite of the fact that this is the case there are some trends that can be noted in the post pandemic era with all things having been considered and taken into account.
A research company by the name of Broadridge conducted a survey back in November of 2021, and with all of that having been said and now out of the way, it is important to note that this survey revealed that a majority of customers in North America are currently unsatisfied with how their customer experiences are being provided. Back in 2019, around 35% of consumers stated that they felt like businesses needed to improve the customer experiences they were offering, and this has increased almost twofold to 65% in 2021.
Additionally, only about 11% of consumers who responded to this survey rated their customer experiences as being excellent. 86% of consumers stated that a single bad experience with a brand would lead to them switching to a different brand entirely, and 83% would be enticed into switching brands if there was a potential for improved experiences.
Brands don’t get a second chance when it comes to the customer experience. They need to work on improving things in that arena because of the fact that this is the sort of thing that could potentially end up keeping them profitable in these uncertain times.
As per Hyken study, 75% of consumers share good experiences with friends and family, which means that brands can obtain considerable word of mouth marketing by focusing on this aspect of their strategy. 70% also said that they are willing to pay a bit more as long as this secures a good experience for them. Brands can use this to boost profit margins which can help pay for the expenses of improving customer experiences across the board and it is high time that they do so.
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A research company by the name of Broadridge conducted a survey back in November of 2021, and with all of that having been said and now out of the way, it is important to note that this survey revealed that a majority of customers in North America are currently unsatisfied with how their customer experiences are being provided. Back in 2019, around 35% of consumers stated that they felt like businesses needed to improve the customer experiences they were offering, and this has increased almost twofold to 65% in 2021.
Additionally, only about 11% of consumers who responded to this survey rated their customer experiences as being excellent. 86% of consumers stated that a single bad experience with a brand would lead to them switching to a different brand entirely, and 83% would be enticed into switching brands if there was a potential for improved experiences.
Brands don’t get a second chance when it comes to the customer experience. They need to work on improving things in that arena because of the fact that this is the sort of thing that could potentially end up keeping them profitable in these uncertain times.
As per Hyken study, 75% of consumers share good experiences with friends and family, which means that brands can obtain considerable word of mouth marketing by focusing on this aspect of their strategy. 70% also said that they are willing to pay a bit more as long as this secures a good experience for them. Brands can use this to boost profit margins which can help pay for the expenses of improving customer experiences across the board and it is high time that they do so.
