Informed, connected and open to change, the contemporary customer expects immediate and personal service at every turn of the cycle – and they’ll stay true to companies that meet their demands.
As our new ‘The State of the Connected Customer’ study reveals, customers now report a direct link between fast, personalised service and their loyalty to a brand.
‘Personal, Immediate, and Always Available’
For UK customers, the immediacy, accessibility and personalisation of service has a huge influence on their likelihood of switching to a competitor:
- 81% of UK customers agree their loyalty is influenced by receiving an immediate response when reaching out for help
- 71% of UK customers say it’s influenced by the availability of anytime, every day service
- 73% of UK customers say it’s influenced by personalised customer care
But what does personalisation look like in the eyes of the increasingly connected customer?
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