Better customer services

 Key areas of improvement are: 

Self-service: 81% of customers want better self-service, yet companies believe that number is only 60% 
Brand loyalty: 57% of consumers will abandon a brand after one to two negative CX interactions but only 34% of businesses believe that’s true 
Smart offerings: 36% of consumers want more intelligent self-service but only 11% of businesses are prioritizing it 
Options: 81% of consumers expect more self-service options however 40% of businesses think they have enough 

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