According to PwC's Future of Customer Experience report, 32% of customers will leave a brand after just one bad experience. Even when they love your brand, 59% will walk away after two bad experiences.
Knowing this, the first thing you would expect retail brands to do is to start getting their customer service house in order ... wouldn’t you? After all, customer service is the department most likely to make the quickest, most positive impact, on your CX — and prevent up to 70% of customers from leaving along the way. Sound too good to be true? Let’s see.