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The Customer Care Gap
Based on eConsultancy Research | April, 2015
Paul Philp - Founder & CEO | paul@getamity.com
Brands think they provide
great customer experience,
consumers disagree
When asked, brands are fairly bullish about the experience they provide...
Q: Do you agree or disagree with the following ...
Only one in three consumers
believe that their favorite companies
understand them.
Of those consumers who switched
consumer services in the last year,
most did so for reasons companies
should be able to pr...
Of the nearly 50% of consumers
with a significant service issue
in the last 12 months,
only 28% say that the company
dealt...
81% of consumer brands say they have a
working holistic view of their customers
Most consumers don't feel understood by br...
For complete results contact:
https://econsultancy.com/reports/the-consumer-conversation/
For help understanding your cust...
What AMITY Does
Customer Success Automation for Subscription Businesses
We help deliver continuous customer value.
We help...
For more information contact:
Paul Philp, Founder & CEO
paul@getamity.com
Thank You
Confidential © 2014 Amity
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Customer experience

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Get in tune with your customer. Research shows most brands are way off in their perception of what their customers think of them.

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Customer experience

  1. 1. The Customer Care Gap Based on eConsultancy Research | April, 2015 Paul Philp - Founder & CEO | paul@getamity.com
  2. 2. Brands think they provide great customer experience, consumers disagree
  3. 3. When asked, brands are fairly bullish about the experience they provide... Q: Do you agree or disagree with the following statements? (N = 265)
  4. 4. Only one in three consumers believe that their favorite companies understand them.
  5. 5. Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent.
  6. 6. Of the 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.
  7. 7. 81% of consumer brands say they have a working holistic view of their customers Most consumers don't feel understood by brands – only 37% say their favorite retailer understands them. On the subject of their favorite companies, only 35% of consumers say that communications are usually relevant. 64% of marketers strongly agree that identifying high value customers is vital to their growth. 48% of marketers strongly agree that their growth depends on personalizing the customer's experience.
  8. 8. For complete results contact: https://econsultancy.com/reports/the-consumer-conversation/ For help understanding your customer and getting them to increase their use of your solution, contact: http://getamity.com/
  9. 9. What AMITY Does Customer Success Automation for Subscription Businesses We help deliver continuous customer value. We help maximize recurring revenues.
  10. 10. For more information contact: Paul Philp, Founder & CEO paul@getamity.com Thank You Confidential © 2014 Amity

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