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Report: 11 key things consumers expect from their brand experiences today

A closer look at the vital impact of CX on US and UK consumers in 2022

In a competitive marketplace, high-quality customer experiences (CX) will help your business stand out from the crowd. But what kinds of interactions matter most to your customers – and how do those interactions impact customer relationships with your brand? How much can one good (or bad) experience potentially impact customer loyalty, and your bottom line as a result?

Emplifi’s report, 11 key things consumers expect from their brand experiences today, dives into these items and more. The report explores US and UK consumer expectations and sentiment, based on research by Harris Interactive, commissioned by Emplifi.

Key findings:

  • Over 4 out of 5 respondents would leave a brand to which they are loyal after three or fewer instances of poor CX (and about 1 in 5 after only one instance).

  • Social media is the top choice for US consumers when communicating with brands, and a close second behind Email when it comes to UK consumers.

  • 52% of respondents expect to get their question answered within one hour of posting it on a brand’s digital channels (inc. website, social media).

Fill out the form to gain more insights that will shape your CX strategy and help you deliver the right experiences to your customers in 2022 and beyond.

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