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Poor customer service leads to brands losing customers while positive experience drives word-of-mouth recommendation

Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation

freddie.benjamin October 22, 2022 Shopper Insights

Two in three (66%) of shoppers say they are likely to abandon a brand after receiving poor customer service. 71% of shoppers saying they are likely to recommend the brand after receiving great customer service

customer serviceshopper insightsword-of-mouth

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Recently Published

  • Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity
  • Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation
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  • Location based targeting and re-marketing ads are most likely to be deemed ‘creepy’
  • Offline impulse purchases occur in standard over free-standing or sale aisles 
  • Price sensitivity and self-rewarding behaviour drive impulse purchases 
  • Young people are significantly more attached to smartphones 
  • Slow page load times and broken links lead to abandoned online shopping journeys

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