1 in 3 customers will abandon a brand they love after just one bad customer service experience. Nearly 80% of American consumers point to speed and convenience as the most important elements of a positive customer experience.1
The correlation between customer service convenience and brand loyalty is hard to miss.
However, the definition of what counts as ‘convenience’ is continually changing. In today’s digital world, information is instantly and readily available online. Most everyday problems can now be solved with a quick internet search. As digital communication evolves, so too do consumer expectations. Customers now expect to receive immediate answers to requests for information, and to be able to communicate with a company through any channel, at any time, and from any device, with no inconsistency in service standard, and no wait time.
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1Experience is Everything, David Clarke and Ron Kinghorn, 2018, PwC.