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Customer experience is closely related to future purchase intention From XM Institute is a website that focuses on future technologies, markets and user trends. We are responsible for collecting the latest research data, authority data, industry research and analysis reports. We are committed to becoming a data and report sharing platform for professionals and decision makers. We look forward to working with you to record the development trends of today’s economy, technology, industrial chain and business model.Welcome to follow, comment and bookmark us, and hope to share the future with you, and look forward to your success with our help.

The following is the Customer experience is closely related to future purchase intention From XM Institute recommended by 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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