From Transaction to Relationship: What Makes a Customer Experience Memorable?

-The nationwide survey “Cx Stories: Experience Barometer” by Focus Bari-

The Focus Bari CX Stories survey is conducted twice a year (in the spring and fall) and is presented in two complementary issues each time, highlighting the voices, experiences, and expectations of Greek consumers.

Specifically, in the first issue of “The Voice of the Customer,” it is noted that:

Experiences spread: Almost all consumers share their experiences with those around them, whether they are positive (87%) or negative (89%).
The power of feedback: About 2 in 3 Greeks (68%) leave a review after a particularly positive or negative experience, confirming that feedback is now an integral part of the customer experience.
Going the extra mile makes all the difference: Speed (56%), courtesy (42%), and professionalism (40%) are consumers’ key expectations. The experiences that stand out, however, are those where organizations demonstrate initiative, flexibility, and genuine interest in the customer.
The problem isn’t the problem: Consumers accept that things can go wrong. What they find hard to forgive is poor communication (56%), refusal to take responsibility (52%), and indifference (46%)—factors that undermine trust and drive customers away.

See the whole presentation here