Shoppers frustrated by disjointed experiences, Thunderhead

39% of consumers would consider switching to another retailer after two bad experiences with a brand. 

That’s according to a Thunderhead study which surveyed 4,000 shoppers in the US and UK. Four out of five dissatisfied consumers turn to social media to share their frustrations. Of these, 20% said they’d go on to share these experiences with more than five people.

94% were frustrated by disjointed encounters. Although three quarters agreed that their expectations had increased in recent years, just two in five believed that things were actually improving. One in three would be willing to pay more for a seamless online experience.

Jason Hemingway, CMO, Thunderhead says: “While brands pay lip service to the importance of customer experience and engagement, most are struggling to deliver the level of experience that customers expect. Brands need to make the transition to the new era of engagement-led marketing, based on nurturing relationships with customers and focusing on lifetime customer value. It’s time for brands and marketers to look with fresh eyes at how they can build experiences and deliver the level of engagement that customers today expect.”

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