CX is paramount for UK and US consumers to remain loyal

New Ideas in MarketingEssential news for marketers, summarised by YouGov
February 09, 2022, 12:08 PM GMT+0

Emplifi’s survey of over 2,000 US and UK consumers finds that 61% respondents on average would spend at least 5% extra for excellent CX.

After two or three bad customer service experiences, 86% of consumers will abandon a brand to which they were previously loyal. 63% of US respondents would leave a brand because of poor customer experience (CX).

17% of consumers in the US and UK have “always or usually” abandoned purchases due to poor CX. Loyal consumers (49%) have left a brand due to poor CX, in the past 12 months.

When making a new purchase, shoppers in the US and the UK consider factors like previous good CX (43%), speed of availability/delivery (42%), and a big choice of products (40%).  Also, customers (52%) expect responses to consumer support queries via digital channels within an hour.

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