Companies across the UK seemingly failed to prepare for the sudden increase in customer calls in the final two quarters of 2022. This is thought to have been brought on by the global economic crisis. Statistically 46% of consumers have been disappointed with calls to a brand over the last 6 months, and this can have a huge effect on a brand’s reputation and in turn their customer loyalty and general success.
Reputation deterioration
A negative interaction with a consumer can inflict a significant amount of harm to your brand. Dissatisfied customers with a product, service or brand will often take their complaints online and use social media to vocalise their bad experience. Due to the wide audience social media holds this can affect your brand massively and effect current and future customer loyalty.
In comparison, only 30% of happy consumers will talk about their positive experiences with a brand, with 46% of dissatisfied customers talking about their bad experiences. People turn to social media sites to express their anger rather than express their positive experiences. The consumer complaints that result after a negative interaction with a client build an impression that is difficult to get rid of.
Loss of current and future consumers
Rumours and bad experiences can spread rapidly, and these can have a knock-on effect on your consumers.
One negative tweet or negative review about your company’s services might lose you a significant number of consumers old or new. A solution to this is addressing the problem professionally and quickly.
Investing in a feedback solution could be a good idea if you want to avoid losing even more of your existing consumers. Being able to carefully monitor your customer’s journey allows you to see how your customers feel with existing brand regulations, and therefore make adjustments as necessary.
Why positive CX can help a brand
Consumer expectations from customer service calls increase as people statistically react better to human reassurance from a calming, helpful, professional voice. Research shows that consumers say that a single positive call experience can make them more likely to buy from a brand in the future, thus forth keeping brand loyalty at a high.
If you need help with maintaining your brand, the expert team at Brighter Directions can help with any PR, social media, email marketing, content strategy and more.
Get in touch today at hello@brighterdirections.co.uk or call us on 01246 586 330.
