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‘The One’ Survey: How consumers choose service providers

Today's consumers crave meaningful connections. They seek a trusted partner, not just in their personal lives, but also with the services they rely on. That personal connection drives 54% of consumers to have higher expectations of quality customer service from small, local businesses.

For any business to stand out and become their "go-to" provider, they must go beyond basic service. Deliver an exceptional omnichannel experience wherever your customers choose to connect.

Our data-driven report unlocks the secrets to unwavering loyalty, from first contact to after-sales service. Inside, you’ll find out where the most significant opportunities exist to surprise and delight your customers, backed with real consumer insights.

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In this guide, you’ll learn:

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  • Why 38% of consumers say it’s just as hard or harder to “break up” with their preferred service provider
  • Why 29% of consumers don’t have any service provider that they consider “The One”
  • The strategic implications of 64% of consumers’ willingness to leave positive reviews
  • And More
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Data is from over 100,000 Birdeye business customers

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