Category: ​Entrepreneurship & Business

New nationwide survey “Customer Experience Stories” by Focus Bari

The new nationwide survey “CX Stories: The Next Era – The Power of Experience” by Focus Bari, conducted every spring and fall, captures the authentic voices of Greek consumers through real-life everyday service experiences. Specifically, in part A, we observe:

• Experiences are shared and shape trends:
74% of Greeks read reviews before making a purchase, and roughly the same percentage
(71%) share their service experiences with friends or on social media.
Experiences, whether positive or negative, leave their mark on the image of every
business/organization.

• The person behind the service makes the difference.
Directness (54%), politeness (42%), and training (40%) are the key
factors that transform a simple transaction into a relationship of trust. Conversely,
delays (58%), indifference (48%), and irresponsibility (48%)
weaken the connection and reduce loyalty.

• The digital environment is the new “front line” of experience.
Online service now plays an equal role to physical service. Customers seek
a human connection behind the screen with speed, transparency, and consistency.

• Experience is a strategic investment — not just an operation.
Positive service is not a matter of luck, but of culture. In the new hybrid
environment of physical and digital contact, consistency, responsibility, and
humanity are no longer “expectations,” but the core of trust and
substantial differentiation.

See the whole presentation of the “CX Stories” A wave 2025 here

From “Thanks a lot” to “Sorry”: customer service is changing face and what’s left is how to make the customer feel!

New nationwide survey “Customer Experience Stories” by Focus Bari

Focus Bari’s new nationwide survey “CX Stories: authentic customer experiences”, conducted every Spring and Fall, captures authentic customer experiences through real-life incidents. Specifically, in this wave, it is observed:

– Experiences are shared and become conversations: Two out of three Greeks consult reviews before making any purchase. Experiences whether positive or negative – circulate from word of mouth, shaping images and decisions.

– Positive experiences stand out, negative ones are not forgotten: The good service moments were more frequent, more vivid and associated with care, kindness and human contact. In contrast, the negative ones, although present, focused on indifference, delay or rudeness.

– The exceptional experience is not random, it is built and based on 5 pillars: speed, error recovery, exceeding expectations, emotional connection and caring. At the core, understanding the customer and being genuinely caring.

– AI helps, but does not replace: Greeks acknowledge the immediacy and continuous availability it offers, but remain wary when the human factor is absent, especially in complex situations…

See the whole presentation of the “CX Stories” A wave 2025 here