Broken brand promises costing businesses customers in AUNZ, Qualtrics research finds

February 15, 2022 3:44

Making sure the customer experience matches the consumer’s expectation of the brand will be key to retaining customers in 2022, according to new research released by Qualtrics.

More than half of the 1,000 respondents to the Qualtrics study (54%) in Australia and New Zealand said they have switched brands because the customer experience they received did not meet the brand promise. This suggests that despite their best intentions, many organisations are failing to live their brand values in the experiences they deliver.

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Emma Shepherd

Emma Shepherd was the acting deputy editor at Mumbrella who has over seven years of print and digital experience in the industry and has previously worked as a reporter for media outlets Bauer Media (now Are Media), Yahoo Australia, and a content strategist and writer for various independent marketing agencies.

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