Although there are also 82% of respondents who say

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In this regard, Breva Paloma states that “ 71% of consumers have changed brands at least once in the last year, and 48% have done so due to customer service.” “It is obvious, but it is worth putting it into numbers: 96% of customers say that excellent customer service generates trust,” she states.

On the other hand, we must take into account that a bad customer experience has much more impact today than in the past, due to the loudspeaker provided by social networks, blogs, etc. Therefore, it is important to try to resolve incidents before they become negative reviews.

“Given that we live in the age of reviews , the truth is that customers tend to focus on the most negative reviews and tend to forget about the positive ones. Therefore, a few critical opinions can peru phone data have more impact than a large number of positive comments,” Medallia warns.

It should also be noted that consumers pay close attention to recommendations they see online. The company found that 99.9% of consumers usually read reviews when shopping online. And 96% say they have looked for negative reviews at some point. In fact, more than half (52%) specifically look for one-star reviews . they recommend a company for its excellent customer service.

Finally, Medallia stresses that investing in a good customer experience is crucial to not losing growth opportunities. In line with this, it states that companies that are leaders in customer experience are 26 times more likely than those that are lagging behind to achieve revenue growth of more than 20% during the last fiscal year.