Customer Loyalty and Churn
As I embrace the world of customer experience by helping companies in Australia leverage TechSee, a global leading remote visual support platform, its both exciting and overwhelming how much scope there is to improve customer experience by simply adding a secure and controlled visual element to a support call.
The drivers for a transition are partly highlighted in this survey, 2022 State of Customer Loyalty and Churn Report: The Impact of the Pandemic on the Customer Service Industry.
This report covers the key drivers behind churn stemming from poor customer service and how to combat them. Insights include:
How have loyalty trends shifted since the pandemic?
How do poor experiences impact loyalty behavior?
What makes a customer more likely to churn to your competitors?
Which retention strategies are most effective, and which are a drain on resources?
And more…
Key Insights:
1 in 3 customer lack brand loyalty, resulting in passive churn to a competitor
Churn from poor customer service is up 10% post-pandemic
Reactive retention strategies are costly
80% of customers churned due to dissatisfaction with service quality.