2022 State of Customer Loyalty and Churn Report: The Impact of the Pandemic on the Customer Service Industry

The days of product-dependent brand loyalty are over. Today, consumer stickiness is impacted mostly by customer experience. With 80% of customers churning due to dissatisfaction with service quality, this is not something brands can ignore.

This report covers the key drivers behind churn stemming from poor customer service and how to combat them. Insights include:

  • How have loyalty trends shifted since the pandemic? 
  • How do poor experiences impact loyalty behavior?
  • What makes a customer more likely to churn to your competitors?
  • Which retention strategies are most effective, and which are a drain on resources?  
  • And more…
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