American consumers don’t feel that their relationships with businesses are improving, according to a new study from Thunderhead.com. Among the intriguing study findings: one-quarter of customers would switch to a different provider on the basis of a single negative experience, and about 1 in 5 would never re-establish trust in a provider after a significant negative experience. Respondents to the study seem particularly irked by overbearing and irrelevant communications, as well as slow response times.
Indeed, some 45% would definitely or consider changing a provider as a result of receiving communications they consider an invasion of their privacy, while 30% share that sentiment about receiving information that is inaccurately targeted, 29% about receiving excessive volumes of communication, and 28% about being treated with a one-size-fits-all approach. Only 1 in 5 or fewer wouldn’t have some type of negative response to these mistakes. Read the rest at MarketingCharts.