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