With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience?
Give Customers What They Want: Fast Action and Human Interaction
Brands should tune into their customer preferences to ensure they’re providing the best possible experience.
Customers want results, and they want them fast. Speedy and helpful response was a key theme realized from our research. This sounds like it would be a no-brainer, but less than half of the consumers said they are satisfied with their experience, regardless of channel.
Acting fast to resolve an issue accounts for 30 percent of channel performance.
They want to talk to a real person. With all the new technologies out there, respondents still preferred to speak to a live agent, and this is especially true if the need is urgent.
Believe the numbers – 84 percent said their questions or issues were resolved during their most recent customer experience via phone.
They want you to know who they are without asking. This is a customer-centric world we live in, and they will not hesitate to switch brands due to a poor customer experience. They want companies to know who they are, what they purchased, and their preferences.
Ensuring the right technologies and processes are in place to support customers successfully – on their terms – is crucial to winning and retaining their business.
Find out more about what consumers are saying in our research report.
This is an abbreviated article that appeared in ICMI, click here to read the full article.