NEW CUSTOMER EXPERIENCE RESEARCH
The Distinctive Business Advantage:
How Emotions Drive Brand Loyalty and Long-Term Growth
60% of customers report they may leave a brand after 1 negative interaction.
You’ll Get Answers To:
- What is really driving customer purchase decisions today and is price still as important as you think?
- How much damage can one negative experience do to customer loyalty, trust and future revenue?
- What are high-performing companies doing differently with customer feedback, emotions, and AI to outperform their competitors?
- And much more, so that you’re not just thinking about the customer experience. You are Doing CX Right for sustainable success.
Research Overview
500 respondents | March 2026 | ±4% margin of error | 95% confidence
Authored by Stacy Sherman
Founder, Doing CX Right®
Research Conducted by Jason Ten-Pow
Founder, ONR EDGE