Consumer Behavior

Most consumers jump brands after 2 negative experiences

Photo: Adobe Stock

April 10, 2025

Consumers are willing to give a brand a second chance but 70% will jump if they experience two negative experiences. Nearly a quarter will stop purchasing after just one bad experience.

Those are prime findings from an Emplifi report, "The Social Pulse: State of Consumer-Brand Engagement on Social Media in 2025," which provides insights into consumer behavior on social media and the evolving expectations for brand engagement, according to a press release.

The Emplifi report includes a survey of nearly 1,000 U.S. consumers across generations conducted in collaboration with Alchemer.

"Consumers are increasingly following brands for tangible value — whether it's through deals, useful content, or lifestyle engagement," Emplifi CMO Susan Ganeshan said in the release. "Consumers want to feel like they're part of something, not just passive recipients of marketing messages. They want to actively engage with like minded individuals with similar tastes and styles. Our survey findings highlight why it's so important for brands to not only offer value but also to stay relevant by delivering content that fosters and supports consumer connections."