Our research reveals that two in five consumers would consider switching to another brand after two bad experiences with a retailer. To combat this brands are shifting to engagement-led marketing, based on nurturing relationships with customers – and focusing on lifetime customer value.
Download your copy of the ebook to find out why:
• There’s no ‘third time lucky’ for brands failing at customer experience
• 82% of the dissatisfied consumers vented their frustrations on social media
• 75% believe their expectations have increased in recent years
• A mere 40% believe their experiences are actually improving
Recommended Reading
What is Customer Journey Orchestration – and why is it getting so much traction?
What is Journey Orchestration – and why has it become so fundamental to customer experience and business growth?
Journey Orchestration: The New Frontier For Customer-Centric Technology
Why Journey Orchestration makes such a deep commercial impact – and how to get it right.
Thunderhead and O2 debate customer-centricity
In this exclusive replay, O2 and Thunderhead share views on individualization. How are brands tackling their customer journey strategies?
EnBW Case Study: Creating Warmer Relationships with Energy Customers
As one of the biggest Energy providers in Europe, EnBW needed to reduce costs and build customer engagement at great scale. Read the case study.