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Report: What’s causing customers to switch vs stay loyal

May 20, 2022

Via: CMO

More than four in 10 customers have switched brands over the past year as they sought out better customer service, a new report has found.

According to the fifth edition of the Salesforce State of the Connected Customer Report, produced in partnership with the Australian Retailers Association (ARA), 61 per cent of consumers surveyed have switched brands at least once in the last year. Of these, 42 per cent were looking for better customer service, while 51 felt sales, service and marketing departments were not sharing information with one another. The biggest percentage – 66 per cent – switched for a better deal.

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