Technology

The Evolution of Customer Expectations: Study Results

The end of the relationship started with something simple: a package that arrived late. While Ana had been a loyal customer for a few years, this wasn’t the first time the well-known retail brand had delivered later than expected. Beyond the delay, though, what really frustrated her this time was the slow, inefficient response she received from customer support. When she tried to contact the company, she was stuck in an endless automated chat loop, with no resolution. Tired of the subpar experience, Ana switched to another company—one she had heard offered faster, more personalized service. And she wasn’t disappointed. The moment Ana placed an order with this new brand, she noticed the difference. The speed of service, personalized recommendations, and quick human support made her feel valued. It was an experience that sealed her loyalty, and she never looked back at her previous retailer. The critical impact of CX Ana’s story is not unique. Gartner reports that 80% of organizations expect to compete primarily on customer experience (CX). Yet, despite this, many brands fail to deliver, losing customers to competitors that better meet their needs. In fact, 49% of customers who left a brand in the past year did so because of poor CX. In a recent study by Sogolytics, findings showed that speed, efficiency, and personalization are critical factors driving customer loyalty and satisfaction. Non-negotiables: Speed and efficiency One of the main reasons Ana chose to leave her previous brand was the lack of speed. Today, 27% of […]