State of the Connected Customer Customer Expectations Hit All-Time Highs 8 01 The ripple effect of a single bad experience But this new dynamic is not all doom and gloom. Two-thirds of customers will even pay a goes beyond one lost sale. Fifty-seven percent Seventy-two percent of customers share good premium to companies that offer superior of customers have stopped buying from a experiences with others — a full 10% more than experiences, thereby introducing not just company because a competitor provided those that share the negative. competitive differentiation, but increased or a better experience. What’s more, 62% of even new revenue streams. customers say they share bad experiences with 76% of customers say it’s others. With the proliferation of peer review easier than ever to take sites and social media, this practice can inflict their business elsewhere. widespread reputational damage. Experience Impacts the Bottom Line, for Better or Worse Consumers Business Buyers % 61% 61 70% 63% 63% 50 % 77% 74% 62% 57% 72% 67% of customers of customers of customers of customers say they share bad have stopped buying from say they share good say they’ll pay more for experiences with others a company because a experiences with others a great experience competitor provided a better experience Salesforce Research