[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2017\/09\/14\/cx-determines-brand-loyalty\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2017\/09\/14\/cx-determines-brand-loyalty\/","headline":"Abandon ship: For 47 percent of consumers, a poor CX sinks brands","name":"Abandon ship: For 47 percent of consumers, a poor CX sinks brands","description":"Brand loyalty was once the vessel that couldn\u2019t be sunk, but that ship has sailed. 47% of consumers today report a poor CX leads to brand abandonment.","datePublished":"2017-09-14","dateModified":"2023-11-15","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/#Person","name":"Jenn Vande Zande","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/jenn-vande-zande\/","identifier":229,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/ef76ed873963201b65acc65a3cb353caa294225a4e9a8427f011077842dd955c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ef76ed873963201b65acc65a3cb353caa294225a4e9a8427f011077842dd955c?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/09\/thumbnail-190a3bb2e2551cd9d9dedcb7aa3bb6d6.jpeg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2017\/09\/thumbnail-190a3bb2e2551cd9d9dedcb7aa3bb6d6.jpeg","height":370,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2017\/09\/14\/cx-determines-brand-loyalty\/","about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/commerce-general\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/omnichannel-commerce\/","name":"Omnichannel Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Omnichannel"]}],"wordCount":430,"keywords":["AI (Artificial Intelligence)","Big Data","Brand Loyalty","Customer Engagement","Customer Experience | CX","Customer Journey","Customer Loyalty","Customer Service","Data","Machine Learning","Marketing","Omnichannel"],"articleBody":"Brand loyalty was once the vessel that couldn\u2019t be sunk, as consumers tended to stay with a familiar brand rather than venturing into unknown waters. That ship has sailed, and 47 percent of consumers today report that if they continuously encounter a poor CX, they\u2019ll spend money with a competitor, despite having been a faithful customer for years.In a new study, \u201cThe Customer in Context,\u201d almost half of the respondents indicate “when there is a problem, they pick up the phone and want immediate human attention. This immediacy of response, regardless of channel, tops the list of attributes that marketers believe are most important to delivering an exceptional customer experience.\u201dThe customer experience: Righting the sails to avoid a poor CXIt\u2019s time to change our assumptions about what customers expect, or what they\u2019re willing to put up with and adjust accordingly. According to the landmark study, the top attributes of the customer experience are as follows:Fast response times to issues, needs or complaints (75%)Consistency of experience across channels (56%)Knowledgeable staff ready to assist whenever and wherever the customer needs (52%)A person to speak with, regardless of time or location (36%)Relevant communications, promotions, recommendations and products (36%)If you aren\u2019t adapting digitally to hone the customer experience, you aren\u2019t paying attention. In this post on bringing your customer service into the digital era, an excellent point is made:\u201cIn times when the customer experience lies increasingly at the forefront, customer care is an essential part of service that should not be underestimated. Those brands utilizing the power of people, business, data, and technology appropriately will leave the competition far behind.\u201dSmooth sailing: Navigating the customer journeyA sales transaction no longer signals the end of the customer experience. Today follow-up care and post-sale support are a crucial part of the overall customer journey that is expected by consumers.Siloed information often means an inability to see a complete profile of the customer, while inhibiting communication between crucial organizational divisions like sales and customer service.Now real-time demands of customers can be met using \u201cdata, machine learning, and predictive forecasting,\u201d according to Lisa James, Senior Solution Marketing Specialist at SAP Customer Experience. \u201cService entities can meet the smarter, more sophisticated customer wherever and whenever she asks for help and before she knows there\u2019s a problem.\u201dWhen businesses consider each touchpoint of the customer journey and learn from that data, a seamless omnichannel experience that rewards the bottom line is created.  Flexible. Scalable. Agile.Cloud solutions builtto support your needs \u2013 get the details\u00a0HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2017","item":"https:\/\/www.the-future-of-commerce.com\/2017\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"09","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/09\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"14","item":"https:\/\/www.the-future-of-commerce.com\/2017\/\/09\/\/14\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Abandon ship: For 47 percent of consumers, a poor CX sinks brands","item":"https:\/\/www.the-future-of-commerce.com\/2017\/09\/14\/cx-determines-brand-loyalty\/#breadcrumbitem"}]}]