76% of customers say they are less loyal to a brand than two years ago.
This finding comes from research about customer and employee experience in EMEA we recently released at ServiceNow.
The challenging economic landscape and ever-high inflation are the primary reasons to drive brand loyalty down. To battle the current environment, customers are cutting costs, switching to cheaper alternatives and leaving brands for competitors that offer more or better value.
In summary: it's never been as difficult as today for companies to retain their customers.
What's the solution?