The CX breaking points: 10 moments that turn one-time buyers into ‘never-agains’
In this report:
- Explore first-hand data and insights gathered real-world shopping journeys
- Why the decisive moment for retention has shifted to the phase after the purchase is complete
- The recurring friction points that determine if a shopper returns or exits for good
Retailers spend millions on the first “date”- customer acquisition. But recent research reveals, we have a major commitment problem. Last year, 76% of shoppers walked away after one bad experience. This year, that number has climbed to 84%. They aren’t complaining or filing tickets; they are simply disappearing.
The team at Humii tracked thousands of real shopping journeys to find out why. The results are a wake-up call for the C-suite: the real “breaking points” are no longer happening at the checkout – they are happening after the buy button is hit.
