98% of customers are unfaithful to brands

Maintaining customer loyalty is a real problem for businesses. Proof of this is that 98% of consumers have already given up on a certain brand because they are not satisfied. The data is part of the ConQuist survey. "There are many options of the same product or service. There are few differentiations between one brand and the other. The competition is very fierce and this complicates ensuring the loyalty of the consumer, "says the director of the consultancy, Roberto Madruga. In addition, according to Madruga, companies are accustomed to thinking only of the satisfaction and quality of their product, which becomes another problem. This is because, according to him, in general, the achievement of a client involves more steps and processes. Among them, the clarification of doubts, the variety of items and the ease of payment. Among the reasons for customer dissatisfaction, the survey indicates the poor attendance of the employees and delays in resolving the complaints. The non-resolution and deceptious offerings are also listed. " When the company stops thinking and improving all these processes, not even customers who continue to enjoy the products and services feel satisfied ", explains Madruga. According to ConQuist's research, 59% of people just gave up leaving a company Because of difficulties created by the company itself. The lack of options in the market is the reason for the permanence of 43% of customers in companies that are not satisfied. The other 28% prefer to remain faithful for convenience, according to the survey. By quitting customers, 59% of people prefer to return the product or cancel the service and 55% think it best to just abandon the brand. Stay from Olhoto Madruga, among the main causes of loss of customers are the number of barriers to dislink and the unsatisfactory solution presented by the companies. " Companies are not yet ready for this change in consumer perception in relation to their experiences, "says ConQuist's director. However, he stresses that the interest of companies in this sense tends to increase in the coming years. The survey counts with the interview of 494 people. Data were collected via e-mail and social networks.