Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and...
How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36...
Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast...