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The following is the Customer experience is closely related to future purchase intention From XM Institute recommended by recordtrend.com. And this article belongs to the classification: research report, network marketing.
According to the latest data of XM Institute, only one in eight customers will recommend a company after a very bad customer experience (Cx).
The vast majority of consumers who have experienced a good customer experience will buy more products from the company (94%) or recommend the company (94%). 89% of respondents trust CX when it’s doing very well, while 77% forgive CX when it’s having a bad experience.
On the other hand, only 13% of the consumers interviewed would recommend it after experiencing a very bad customer experience.
In addition, only 15% of consumers will forgive a company for its very poor experience; 16% will still trust the company; and 1 / 5 of the respondents will still buy more products from the company.
Companies should be motivated to pursue at least “fair” CX, because about 72% of consumers surveyed said they would still buy more products from the company; 66% of respondents would recommend such brands.
Some industries can expect higher loyalty
TV / Internet service providers stand out and become the industry where customers are more likely to buy after having a good customer experience: 39% of consumers will buy more products after having a bad customer experience, and 79% of consumers will buy more products after having a good customer experience, with a difference of 40%.
As far as a company recommended by customers is concerned, the expectation gap of consumer payment industry is the most significant. 74% of consumers will continue to buy the company’s services or products after experiencing good CX, and 31% of consumers will still buy the brand products after experiencing bad Cx.
When it comes to trusting a company, good customer experience of investment companies (80% vs 42%), parcel delivery services (73% vs 36%) and public utilities (75% vs 40%) has the greatest impact on consumer loyalty.
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