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Digital Roots partnered with Execs in the Know to survey more than 500 consumers about their customer experience with brands in our second installment of the Customer Experience Management Benchmark Study. In this survey, we explored the expectations that consumers have when communicating with brands and how those expectations measure up to the customer care strategies and tactics that brands implement. Information expressed in the survey shows the contact methods that satisfy consumer expectations and the importance of immediacy and personalization in generating brand loyalty. The research shows the differences in preference between traditional, social media, mobile and interactive as contact channels for consumers. These insights are important for organizations to understand as they look to create positive customer experiences and customer care initiatives for the ever-changing consumer.