55%
No longer trust the
companies they buy from as
much as they used to
81%
Trust their friends and
family's advice over advice
from a business
69%
Do not trust
advertisements
65%
Do not trust company
press releases
71%
Do not trust sponsored
ads on social networks
93% of customers are likely to make repeat purchases with companies who offer excellent
customer service. (HubSpot Research)
If the company's customer service is excellent, 78% of consumers will do business with
them again after a mistake. (Salesforce Research)
Increasing customer retention rates by just 5% can increase profits by between 25% and
95%. (Bain and Company)
The importance of the customer experience is borne out in other studies:
Consumer demand can be finicky. And often unpredictable. These factors have surfaced in a
new study by Hubspot Research. Hubspot contends that two major changes have happened
in the marketplace.
First, they suggest customers don't trust businesses anymore. They cite these statistics:
DEMAND, DELIVERY, DISRUPTION | 5
