In a poll of over 27,000 consumers in the US, 44% of customers said that just ONE bad experience would stop them from shopping with a brand or retailer.
Research conducted by TruRating, found that customers are just as likely to vote with their feet as to tell you about a problem.
With COVID-19 causing increasingly dramatic shifts in customer loyalty, the risk of providing a bad experience is greater than ever before.
TruRating also found that customer loyalty to ‘favorite’ brands has increased during the pandemic. With Covid restrictions still in place, customers are also more willing to experiment and try new forms of shopping. The rise of digital and alternative methods like buy online pick up have shown this to be true.
The key take-away?
Customers increasingly demand more from the retailers and brands that they shop with. Providing a customer experience that not only matches but goes above and beyond expectations is now the norm. Loyalty can no longer be assumed, customer-centricity needs to be a key focus for any retailer hoping to succeed in today’s environment.