The 2022 Coveo Service Relevance Report highlights that customer loyalty is increasingly fragile as expectations rise. While 73% of customers in 2021 said they would leave a brand after three poor experiences, by 2022, 76% agreed and 12% said one negative interaction was enough. Furthermore, 96% noted that a bad experience affects future purchasing decisions. Retention challenges include unreported dissatisfaction, generational differences—Baby Boomers demand human support while Gen Z values self-service—and the risk of conflicting information, which 22% of customers will not tolerate. The fix lies in relevant data, consistent omnichannel experiences, empowered agents, and stronger self-service, resulting in better intent recognition and loyalty.

Join for free to read