Oracle just published some commissioned research that gives us insights into both CRM generally and the times we live in. A study of more than 1,100 people across several generations found the following: Almost half of consumers have blacklisted a brand as the result of a bad experience; more than one-third of consumers said they would never shop with a company again after just one bad experience. Further, consumers are twice as likely to trust family members and friends than any other source for shopping recommendations.
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Turning Research Into Product
Posted by: Denis Pombriant July 31, 2019 11:36 AMOracle just published some commissioned research that gives us insights into both CRM generally and the times we live in. A study of more than 1,100 people across several generations found the following: Almost half of consumers have blacklisted a brand as the result of a bad experience; more than one-third of consumers said they would never shop with a company again after just one bad experience. Further, consumers are twice as likely to trust family members and friends than any other source for shopping recommendations.