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The Secret to Happy Customers? In-person Considerations That Matter
Brands improving physical spaces with tailored amenities and human service see 71% higher loyalty, as 32% of consumers abandon brands after one poor experience, Deloitte and Waitwhile report.
- Companies are outfitting reception areas with higher-quality furnishings from Steelcase, adding tailored snacks and Java House Peel & Pour Pods, and adopting Meridian kiosks to improve visits.
- With Americans spending an estimated 37 billion hours a year waiting, cluttered, cold furnishings worsen stress in medical or legal offices, while 54% of U.S. consumers see CX needing improvement and 32% may defect after one bad visit.
- Deloitte's research shows brands that personalize experiences are 71% more likely to secure loyalty, while 82% of U.S. and 74% of non-U.S. consumers still want human interaction.
- If customers will wait, businesses should ensure visitors are comfortable on arrival and keep a human nearby to assist, as PwC notes employee experience underpins customer service.
- Adopting comfort and customization will help brands and operators win loyalty, as 32% of consumers abandon a brand after one poor experience and personalization boosts retention by 71%.
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120 Articles
120 Articles
The Secret to Happy Customers? In-person Considerations That Matter
(BPT) - Does your customer experience meet your customers' expectations? According to PwC, it probably doesn't, as 54% of U.S. consumers believe the customer experience at most companies needs improvement. The stakes couldn't be higher because this same study also…
Coverage Details
Total News Sources120
Leaning Left7Leaning Right6Center41Last UpdatedBias Distribution76% Center
Bias Distribution
- 76% of the sources are Center
76% Center
13%
C 76%
11%
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