Customer experiences directly impact customer loyalty, according to a new research paper titled, Where Contact Centers Are Missing the Mark with Customer Care,” which was written by Ovum in collaboration with LogMeIn.
According to the research, a staggering 76% of customers leave after one bad experience.
“Access to information and product data on the web has dramatically increased, giving customers more power to make decisions about which companies they choose to do business with,” the research says. “They can....