![]() "The findings of our study send a clear message to C-suite executives: it's time to refocus on customer centricity and prioritize delivering exceptional, personalized experiences that align with customer values," emphasized Long wait times remain a significant frustration, as 66% of consumers reported extended wait or hold times when interacting with brands.ĭespite the growing emphasis on agent excellence, consumers have expressed a lack of notable improvements from customer service agents on the frontline and do not see the evolution of agent support, with only 11% feeling that agents are better at detecting and responding to customer challenges.īrands are becoming increasingly restrictive as 58% of consumers have faced difficulty in receiving a refund or make-good despite more than 60% of agents sharing that they are willing to go "above and beyond" for their customers. Personalization, speed, convenience, empathy, and channel accommodation are major pain points as brands struggle to deliver highly personalized experiences. Only 4% of consumers felt that experiences improved over the last year, while a staggering 57% felt they had gotten worse. The survey revealed a concerning trend of customer experiences regressing rather than improving. , queried over 500 US-based adult consumers to examine their sentiments regarding interactions and expectations with leading brands. The research, based on the results of CCW Digital's Annual Consumer Preferences Survey conducted in
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