Roughly 3 in 4 consumers surveyed across 9 countries have experienced their “worst CX failure” within the past 2 years, according to a report from SDL. Customers most often ascribed failures to the post-sale support of the customer journey stage, with long waits/poor response times (35%), poorly empowered (31%) and trained (30%) customer service the most commonly-cited reasons for CX failures. So can customers be re-engaged?
Apparently, the desire is there, as 82% of customers experiencing a “worst CX” said they are interested in fixing the problem. But while the desire to fix a problem might be there, the survey also finds that only about 1 in 5 customers experiencing a “worst CX” event will consider doing business with the company again. That’s in line with other research from Accenture, in which 73% of US customers who had switched providers in the previous year due to poor service said they would not consider switching back to their original provider or doing business with them again. Read the rest at MarketingCharts.