In 2023, what do your customers want?
It's safe to say that powerful CX trends have emerged over the last year. What does this mean for your brand? What's the measure of success in today's tech-driven landscape?
To find out, we conducted a survey across six countries on consumer sentiment toward brands. The results? Surprising (trust us). We summarized what you need to know — keep reading to learn.
Global consumers would stop doing business with a brand after a single poor CX.
Top reasons people switch brands:
- Poor value for money
- Unhelpful staff
Consumers who want at least some level of personalization
Consumers agree that social media influences their brand choice
Most used channels
Phone
Chat
Consumers who cited a lack of 24/7 assistance as a reason for switching brands
Consumers who post negative experiences on social media or review sites
Top channel for live engagement
Voice