Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.
Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden).
When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service. They expect to receive high quality, joined-up service and get a consistent, accurate answer to any question that they might have.
With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Reading through the results, six key conclusions stand out..
In a multichannel world, the telephone is no longer the default choice of consumers. However, it is still vital, particularly for more involved conversations. Yet new research from consumer group Which? shows that telephone customer service is failing to keep pace with customer needs.
One of the most talked about current trends in customer experience is the rise of chatbots, with many companies investigating using them to interact with customers on messaging apps. Is it really time for your company to embrace them?
National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. Running between October 3-7, it highlights the importance of customer service to every organization, and provides the opportunity to learn from best practice and to celebrate success across the sector.
According to new research, consumers now believe it takes six different interactions to resolve an issue - how can companies reduce this?
Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.
It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Now is the period for finalizing plans and ensuring that the vital holiday season goes as well as possible. Customer service and the experience you offer consumers is a critical part of this, so what should companies be doing NOW to ready themselves?