- September 26, 2021
- Posted by: Stratford Team
- Category: Business
Customers today are willing to switch brands or companies faster than ever.
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Customers today are willing to switch brands or companies faster than ever. Consider this from our 2021 customer service and experience research:
· Eighty-three percent of customers said, “I’m willing to switch brands or companies because of a bad customer service experience.”
· Seventy-nine percent of customers said, “I’m willing to switch brands or companies because I know another company will give me a better experience.”
And while these findings are focused on consumers, don’t think that B2B companies are exempt from the propensity to switch because of a bad experience. B2B customers are also consumers, and they will compare their CX with a B2B company to that of a B2C brand.
The study, which surveyed more than 1,000 consumers ages 18-65 and was weighted to the U.S. Census for age,…
