Consumers demand better customer care in digital era and a quarter take more than a year to forgive mistakes, report says
UK Consumers have become more demanding and more easily disappointed despite their access to brands and companies vastly improving with the development of digital technology, a study has shown.
The report from customer experience management firm Thunderhead surveyed more than 2,000 consumers and interviewed senior customer executives from 33 businesses. The findings concluded that nearly a quarter of people (24 per cent) said they would take more than a year to forgive a company if it had somehow broken their trust, while 23 per cent said they would never trust the company again.
In addition, more than half (52 per cent) said Read full story ›
Source: The Drum
