Customers often break up with brands that ignore them.
For instance, although 90% of retailers are active on Twitter, only 29% use it to engage with shoppers. That's just one example of why customers may feel the relationship with a brand is one-sided. And no one likes a one-sided relationship.
The feeling of unreciprocated admiration will often cause customers to break up with brands.
On average, a business loses about 20% of its customers just by failing to tend to customer relationships. According to the following infographic by 360connext, that number can be as high as 80%.
But do customers really expect brands to respond immediately to their questions? Not all do. Half of consumers would give brands a week to respond to their question. Any longer than that, though, and consumers will likely take their business elsewhere.
Moreover, brands can't assume that lost customers will be wooed back. According to the infographic, a business has only a 20%-40% chance of winning back a former customer. So, why not instead focus on retaining customers and maintaining healthy relationships with them?
You can find more stats about customer breakups and tips for keeping the spark in your relationship with customers in the following infographic: