Consumers 4 Times More Likely to Dump Brands After a Bad Experience

November 20, 2018

It’s no surprise that a positive customer experience will keep consumers coming back, but InMoment’s 2018 CX Trends reveals that today’s brands underestimate the impact of offering a negative experience. “Almost three-quarters (74 percent) of consumers report that poor staff experiences (due to poor attitudes, lack of knowledge, or other reasons) contributed to a bad brand interaction. By comparison, less than one in three (29 percent) of brands reported the same. This could be a potential nightmare if brands do not invest in well-trained staff.”

Read more at ZDNet

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