When market competition is fierce, customer experience makes or breaks a brand. Over 2,200 adults were surveyed to examine the relationship between brands and consumers in 2011. The results of the Customer Experience Impact (CEI) Report made it clear: positive engagements reap loyal and lasting relationships, but even the slightest misstep can drive consumers to competitors. More than ever, customers are calling the shots in shaping brands—and there’s no better time to listen.
To help in turning an angry customer into a loyal fan, here’s a quick look at what they have in mind:
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