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89% of businesses see customer experience as a key factor in driving customer loyalty and retention. (Econsultancy)

Two Biggest Drivers

Growing Revenue

88% of customers chose quality and 72% of customer chose customer service as the two biggest factors in driving customer loyalty and retention. (Zendesk)

74% of customers want a qualified professional to respond to their issues to give them a sense of acknowledgement and satisfaction that their issue is being resolved properly. (American Express)

Top 3 reasons customers leave

The top three reasons consumers switch brands are cheaper pricing (31%), rude staff (18%) and too many mistakes (16%).  (Verint)

71% of consumers have ended their relationship with a business because of poor customer service. (Patel)

Brand Loyalty

66% of consumers say features, design and quality of product or service are the leading factor that determined brand loyalty. (Support)

90%
Highly engaged customers buy 90% more often (Review42)
77%
Of the UK population are a member of a loyalty scheme (YouGov)
65%
Of business comes from existing customers. (Review42)

82% of businesses agree that retention is far cheaper than acquisition. (Econsultancy)

60% of customers say that brands they are most loyal to are not doing enough to reward them. (Access)

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