Customer Experience: Could It Be Your Biggest Quietly Winning Force?

Have you ever thought:
"What turned me off this brand?"
Or vice versa:
"I trust this company. It's never disappointed me. I'm always at peace."

In fact, what shapes these two contrasting experiences is often not the quality of the product, but the customer experience itself. This concept, which we call CX for short, is no longer a concept limited to "customer satisfaction" by 2025; it is directly related to revenue protection and loyalty.

The Experience is More Effective than the Product
It's hard to believe, but according to a study, 88% of people consider the experience as important as the quality of the product. (Salesforce, 2023)

In other words, the era of just "make the product beautiful" is over. "How you make the customer feel" has taken the lead. After placing the order, if the package does not arrive on time, if you are made to listen to music for 10 minutes from the call center, if you are made to do forty somersaults to make a return...
Good riddance. That customer may never return.

As a matter of fact, this is what the research says:
61% of customers abandon a brand after a few bad experiences.
In fact, 17% say goodbye to the brand even with a single negative experience.
(Zendesk and PwC data)

Satisfaction in Shopping is Fragile
In the world of e-commerce, customers are even more sensitive.
According to Statista's 2024 study, consumers who experience a problem:

44% stop shopping from that brand,

32% leave negative comments,

17% disclose directly on social media.

In other words, the era of "complain and forget" is over. If the customer is unhappy, he can quickly announce this to his environment, and this returns to brands as a loss of reputation and revenue.

That is why we, the consultants, say this:
Every touchpoint is a showcase for your brand.

A package crushed in the cargo, customer service indifference, a comment left unanswered on social media... It all seems small, but in the customer's mind it's a big red card.

In which sectors are complaints higher?
Let me share a few examples from recent data:

E-Commerce: 87% of consumer complaints in Europe come from online shopping (ECC-Net)

Airlines: 30% of complaints made in 2020 were in this sector. Baggage loss, cancellation refunds are in the first place.

Telekom (Austria): There are about 10 complaints for every 100,000 lines. In 2024 this number increased.

Energy (Austria): In 2023 complaints increased by 260% compared to the previous year! Billing disputes and sudden hikes are the main reasons.

You see, the "sweet spot" of experience is different in each sector. This is where a strategic view is needed.

What do we do as Powibe?
We do not only see this data. In consultancy processes, we turn every complaint into an opportunity and turn it into a strategic advantage. How?

With complaint analytics, we find recurring problems at the root.

We send proactive notifications to customers through automation systems.

We measure the pulse of brands with CX KPIs such as NPS, first contact solution rate, chatbot efficiency.

For every complaint that is closed, we put it back into the process with the logic of "what have we learned from this".

What happens as a result?
Your customers complain less and recommend you more.
Sales increase, the load on the call center decreases.
Most importantly, your brand gains reputation.

Final Word: Bad Experience is the Trigger of Silent Loss
Customers who say nothing, who leave quietly, are the most dangerous. Because they leave, but you don't understand why.
So give the customer with a complaint a chance:
Listen. Take an interest. Make it better.
And do this process not only for "customer satisfaction" but to make your business sustainable.

What you gain at the end is not just satisfaction, but long-term commitment and trust.
"Good customer experience is the sign of a good brand, not a good product."

Where Should Your CX Strategy Start?
Every brand's journey is different, but one thing is clear:
Customer experience is no longer a choice, it is a strategic imperative.

So what is the right starting point for you?

The root cause of complaints?

Is it your call center efficiency?

Or after sales experience?

Let's discover it together.
At Powibe, we can offer a customized roadmap for your business with our consulting experience in Austria and Turkey.

Let's map it together:
Or let's meet now: [email protected]

"It's not winning your customer, it's keeping them." - Powibe