Customer retention is important to every business, but loyalty is hard won – especially when a single bad customer experience can be broadcast to other consumers in just a few clicks.

In this report, we’ve combined Brandwatch social data with GWI survey data for the first time to answer questions like: 

• What are the top reasons consumers advocate for or detract from big retail brands online?
• What are some of the other key factors retailers should be watching?
• How do these issues, as well as demographic data, impact brand perception and purchase behavior?

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