X-pectation files

Case #2

Is one bad experience really all it takes to lose a customer?

Watch the video to learn the truth:

Verdict: Not quite.

It takes (a little) more than that. About one in four people will switch to a competitor after a single bad experience with a business, but most consumers are willing to give the company one or two more chances. After the third negative interaction, however, 92% of people will walk away. Unfortunately, this happens often—82% of consumers they’ve stopped doing business with a company due to poor customer service.

Share this video