With a customer experience being the key to making them happy and earning their continued business, it’s important to keep track on where things aren’t going well. According to research, 51% of customers will leave a brand after one bad experience. This means that their love for your brand is fragile, and to earn their trust you need to deliver a sterling, friction free experience.
At Storyhub, we’ve seen millions of customer interactions, and we know what breaks their hearts. Here are the Top 5 Customer Heartbreakers.
Knowing what heartbreakers are is step one, but now you need to figure out how and why they happened in your business, and how to fix them. To show customers the love they’ve earned, great brands are always looking to level up their customer experience. Much like Six Sigma in manufacturing, they’re always looking for the next weakest link and working to fix it. Brands don’t have to be perfect, but they need to be thinking about customer experience all the time. That focus is central to creating an ever-improving experience. A great customer experience is an LTV expanding, and churn reducing magic factor, that’s also the right thing to do if you love your customer.
Happy Valentine’s Day!