How forgiving are customers? Find out if they give second, third or more chances.
Turns out they live by the adage: Burn me once, shame on you. Burn me twice, shame on me.
Almost 90% of customers in the American Express Global Customer Service Barometer study said they’d stick with a company through one poor experience.
Two? Forget it. More than half will walk.
To maintain customer loyalty, it’s important to make sure customers don’t experience more than one (or none, ideally) poor experience.
A proven way: One company red flags accounts if a customer reports a poor experience. Then agents know to give “red carpet” treatment the next 10 times that customer contacts Service.