Customer experience beats corporate values as a purchase driver

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Nearly all consumers worldwide consider how well a company treats its customers before buying from it. In addition, 85% of consumers are swayed by the way it treats employees, and 78% view environmental practices as a purchase driver.

Beyond the chart: Nearly half of consumers worldwide recently switched brands for better customer service, making it the top reason after better deals and product quality. While many consumers said they care about a company’s stance on environmental, economic, and social issues, it may not actually be driving spend—only 27% recently switched brands for better alignment with their values.