Bad experiences drive customers away.
Your brand doesn’t get many chances to get it right.
One in three consumers (32%) say they will walk away from a brand they like after just one bad experience, while 48% will walk away after several bad experiences.
Imagine losing one-third of your customers in a week, that’s what could happen after just one bad experience with your business.
But what do people value the most in their brand experiences?
● Efficiency
● Convenience
● Consistency
● Knowledgeable Assistance
● Friendliness
● Personalisation
And most importantly, it's the key ingredient linking all the above: human connection or interaction.
What’s fascinating is that even thou businesses understand the significance of the customer experience, there are so many disappointed consumers.
In many cases, a ‘gap’ between the experience offered by a business and the expectations of a consumer is being needlessly created.
Being aware of a ‘gap’, however presents great opportunities for those businesses willing to invest in a Brand Experience Strategy; the ideal way to create experiences that really matter to customers.
