INFOGRAPHIC while just 15 % said they proactively look to preempt problems .
This begs the question of how companies can expect customer experience and loyalty to improve without taking necessary action , leaving revenue and market share on the table .
With 90 % of businesses stating they have reengineered or are re-engineering their business to ensure customer touchpoints and stages come together for better moments of service , it is vital that companies ensure processes are optimised across each of these inflection points to mitigate issues and fuel growth .
For enterprises that fail at the moment of service , the financial ramifications are significant . A quarter of consumer respondents stated they would never engage with a brand again after just one bad experience , while over half ( 52 %) would abandon a company after two to three .
IFS also sought to examine the impact of negative experiences on wider brand perception and uncovered that 58 % of consumers are very likely or somewhat likely to share their negative perceptions with their network , highlighting how easily a bad interaction can be amplified .
However , it ’ s not all doom and gloom . Over half ( 52 %) of consumers are inclined to leave a positive review , underscoring just how much can be gained by keeping an open dialog with customers and focusing on delivering an exceptional brand experience .
“ When it comes to delivering a positive customer experience , businesses have a limited opportunity to get it right . And if they neglect a single inflection point , they are gambling with their outcomes , including profits and margins ,” IFS Chief Customer Officer , Michael Ouissi , said .
“ There are many points where you can either delight or disappoint a customer across the value chain and it is clear from these findings that consumers are willing to voice their opinions either way .
“ As more and more businesses look to service provision as a key competitive differentiator , running the right enterprise softwareengineered for the moment of service and capable of orchestrating a multitude of people , assets and customers will separate the winners from the losers .” x
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