Consumers today are more powerful than ever before, engaging with brands across multiple channels where they want and how they want, and demanding greater relevance and positive experiences. But a gap exists between brand intentions and customer expectations.
Despite investments into infrastructure and solutions to improve customer experience, research from Econsultancy shows that:
- Only one in three consumers believes that their favourite companies understand them.
- Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent.
- Of nearly 50% of consumers with a significant service issue in the last 12 months, only 28% say that the company dealt with it very effectively.