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.
Webinar Replay: Keeping It Real(Time) With Your Customers
Forrester VP and RTIM Wave author Rusty Warner shares how being able to make decisions in an instant is a game-changer for CX and the wider business.
Fireside Chat with BSH: How customers led the transformation of a global business
In this exclusive fireside chat at Forrester’s CX Europe virtual summit, BSH shares how it used customer journey analytics and real-time orchestration to deliver their global plan.