In competitive markets we know that companies must embrace customer interactions through any channel. To make the customer experience seamless, organisations need a comprehensive multichannel engagement strategy.
To get a clearer picture of how, when and why consumers choose to interact with organisations, we commissioned Censuswide to carry out a UK-wide poll of 1,300 consumers. The results make for interesting reading.
Key findings from our research include:
- 95% of consumers do not always get the resolution they are looking for – just 5% say firms consistently get it right first time
- One in 10 people go to a competitor if firms fail to respond satisfactorily to an enquiry first time
- 26% will head to social media to express dissatisfaction and embarrass businesses into resolving a complaint
Read a summary of the report, The Rise of the Multichannel Consumer, here.