Thanks to the influence of digital and mobile technology, customers expect more from brands when it comes to convenience, resolution times, and agent expertise.
This Microsoft 2017 State of Global Customer Service report explores how modern brands are meeting these rising expectations, polling data from 5,000 people based in Brazil, Germany, Japan, the United Kingdom, and the U.S.
2018 state of global customer service reportMichaelRoenker
The Microsoft 2018 State of Global Customer Service survey polled
5,000 individuals across Brazil, Germany, Japan, the United Kingdom,
and the United States. Our results confirm that customer service
remains a cornerstone of customer experience and can serve as a brand
differentiator. In fact, 95% of our survey respondents indicated that
customer service is important to their choice of and loyalty to a brand.
Conversant - Retail Marketer Insights The State of Digital and the Future of ...Conversant, Inc.
The study, conducted in December 2013 and January 2014, solicited information and opinions from leading
senior-level retail marketers. The digital opportunities and challenges covered in the study varied from the
current role that digital plays in marketing programs to the burgeoning interest and importance of personalized
one-to-one marketing.
For the retailer, this study provides a benchmark for today’s attitudes and efforts compared to those of a crosssection
of other retail industry leaders.
In addition, retail is often the “first mover” in digital when it comes to programs with a strong likelihood of ROI
impact. Thus, these findings are very relevant to marketers outside of the retail/e-tail sector.
A survey of Irish businesses and consumers about the state of loyalty and rewards in Ireland today. Commissioned by An Post.
More details here:
http://www.anpost.ie/AnPost/AnPostDM/Tools/Stats/Consumer+Insights+and+Trends/Loyalty+Research/Put+value+back+into+customers+hands.htm
2018 state of global customer service reportMichaelRoenker
The Microsoft 2018 State of Global Customer Service survey polled
5,000 individuals across Brazil, Germany, Japan, the United Kingdom,
and the United States. Our results confirm that customer service
remains a cornerstone of customer experience and can serve as a brand
differentiator. In fact, 95% of our survey respondents indicated that
customer service is important to their choice of and loyalty to a brand.
Conversant - Retail Marketer Insights The State of Digital and the Future of ...Conversant, Inc.
The study, conducted in December 2013 and January 2014, solicited information and opinions from leading
senior-level retail marketers. The digital opportunities and challenges covered in the study varied from the
current role that digital plays in marketing programs to the burgeoning interest and importance of personalized
one-to-one marketing.
For the retailer, this study provides a benchmark for today’s attitudes and efforts compared to those of a crosssection
of other retail industry leaders.
In addition, retail is often the “first mover” in digital when it comes to programs with a strong likelihood of ROI
impact. Thus, these findings are very relevant to marketers outside of the retail/e-tail sector.
A survey of Irish businesses and consumers about the state of loyalty and rewards in Ireland today. Commissioned by An Post.
More details here:
http://www.anpost.ie/AnPost/AnPostDM/Tools/Stats/Consumer+Insights+and+Trends/Loyalty+Research/Put+value+back+into+customers+hands.htm
The Interactive Advertising Bureau (IAB) and Edelman Berland conducted a study on how U.S. online news users feel about sponsored content and, importantly, what it takes for brands, publishers and agencies to get it right. The study focused on in-feed ads like sponsored stories that sit next to pure editorial.
The key takeaway is that we found a direct link between how consumers already feel about the brand advertiser, the publisher and the potential success of the new format.
Learn more: http://edl.mn/iabscstudy
Earned Brand 2016 - U.S. Multicultural ReportEdelman
The 2016 EARNED BRAND study is a global online survey of 13,000 consumers in 13 countries that examines the consumer-brand relationship across 18 brand categories.
We are excited to share Edelman’s first-ever, Multicultural Earned Brand report.
The power of me: The impact of personalization on marketing performanceEpsilon Marketing
The appeal for personalization is high among consumers. They not only want it, but expect it. And our research found that personalization is profitable. For more information contact us here: https://us.epsilon.com/data-driven-marketing-solutions-contact-us
Insights from the Maritz Motivation | Wise Marketer Loyalty Landscape Study Maritz Motivation
70% of customer loyalty is constantly up for grabs. What does this mean for your business? Find out other key insights from the Maritz Motivation | Wise Marketer Loyalty Landscape Study.
eMarketer moderates a special presentation with Danielle King Sherman, vice president at Kelton Research and Bill Schneider, vice president of product marketing at SheerID. Watch as they uncover findings from their latest consumer study which surveyed 1,000 shoppers on what factors motivate them to try a new brand, make a first purchase and shop more frequently.
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die.
Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant?
Download this slide deck from Lithium and learn:
1. Why social customer experience is fast becoming an important battle ground for the financial service industry.
2. How financial service firms use social for marketing, customer care and service innovation.
3. Which banks, credit card and insurance companies do social right, do it best—and how.
4. The returns financial service firms are getting from social.
5. Social strategies and best practices financial service firms can deploy today to get in the game.
Here you will find the Financial Services brandshare results. Edelman's second annual brandshare study revealed brands are failing to develop mutually beneficial relationships with consumers.
For more information, visit: http://edl.mn/1sOyg1O
Marketing Freakonomics: When Marketing Objectives and Customer Expectations D...Acquia
A recent global study, commissioned by Acquia, uncovered a major discrepancy between marketers’ objectives and customers’ actual experiences.
Almost three-quarters of Australians will abandon a brand for another when the online experience is poor.
Four in five marketers in Australia say when they think of their total experience with a brand, the marketing is mostly ineffective.
Almost two-thirds of marketers say they are dealing with technology that is just too complex to create good customer experiences.
The annual Acquia CX Research Report, conducted by leading market research provider Regina Corso Consulting reveals that marketers are unable to create a cohesive customer experience due to disconnected marketing technologies (losing money on their marketing investments, in the process) and consumers are still dissatisfied with brand experiences, because they aren’t intuitive or personalised.
During this live webinar, Regina Corso will explore the delta between money spent on marketing technology and revenue lost to failed customer retention each year on a global scale, as well as the opportunities that exist for success
About the presenter:
Regina Corso, president and founder of Regina Corso Consulting, is viewed as one of the nation’s premier public release experts with nearly 20 years of experience leading surveys and research projects for PR and communications programs.
She is the source of more than 2,500 public release surveys, quoted in hundreds of U.S. and international media outlets ranging from USA Today, The Wall Street Journal, and CNN, to Fox News, BBC, and Investors’ Business Daily, and more.
Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. Here's what consumers think companies can do better to master the personal touch.
The 2018 Edelman Earned Brand study reveals that nearly two-thirds (64 percent) of consumers around the world now buy on belief, a remarkable increase of 13 points since 2017. These Belief-Driven Buyers will choose, switch, avoid or boycott a brand based on where it stands on the political or social issues they care about.
IZEA's in-depth look at content marketing and influencer marketing in the United States, from the perspective of influencers, content creators, marketers and consumers.
The Interactive Advertising Bureau (IAB) and Edelman Berland conducted a study on how U.S. online news users feel about sponsored content and, importantly, what it takes for brands, publishers and agencies to get it right. The study focused on in-feed ads like sponsored stories that sit next to pure editorial.
The key takeaway is that we found a direct link between how consumers already feel about the brand advertiser, the publisher and the potential success of the new format.
Learn more: http://edl.mn/iabscstudy
Earned Brand 2016 - U.S. Multicultural ReportEdelman
The 2016 EARNED BRAND study is a global online survey of 13,000 consumers in 13 countries that examines the consumer-brand relationship across 18 brand categories.
We are excited to share Edelman’s first-ever, Multicultural Earned Brand report.
The power of me: The impact of personalization on marketing performanceEpsilon Marketing
The appeal for personalization is high among consumers. They not only want it, but expect it. And our research found that personalization is profitable. For more information contact us here: https://us.epsilon.com/data-driven-marketing-solutions-contact-us
Insights from the Maritz Motivation | Wise Marketer Loyalty Landscape Study Maritz Motivation
70% of customer loyalty is constantly up for grabs. What does this mean for your business? Find out other key insights from the Maritz Motivation | Wise Marketer Loyalty Landscape Study.
eMarketer moderates a special presentation with Danielle King Sherman, vice president at Kelton Research and Bill Schneider, vice president of product marketing at SheerID. Watch as they uncover findings from their latest consumer study which surveyed 1,000 shoppers on what factors motivate them to try a new brand, make a first purchase and shop more frequently.
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die.
Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant?
Download this slide deck from Lithium and learn:
1. Why social customer experience is fast becoming an important battle ground for the financial service industry.
2. How financial service firms use social for marketing, customer care and service innovation.
3. Which banks, credit card and insurance companies do social right, do it best—and how.
4. The returns financial service firms are getting from social.
5. Social strategies and best practices financial service firms can deploy today to get in the game.
Here you will find the Financial Services brandshare results. Edelman's second annual brandshare study revealed brands are failing to develop mutually beneficial relationships with consumers.
For more information, visit: http://edl.mn/1sOyg1O
Marketing Freakonomics: When Marketing Objectives and Customer Expectations D...Acquia
A recent global study, commissioned by Acquia, uncovered a major discrepancy between marketers’ objectives and customers’ actual experiences.
Almost three-quarters of Australians will abandon a brand for another when the online experience is poor.
Four in five marketers in Australia say when they think of their total experience with a brand, the marketing is mostly ineffective.
Almost two-thirds of marketers say they are dealing with technology that is just too complex to create good customer experiences.
The annual Acquia CX Research Report, conducted by leading market research provider Regina Corso Consulting reveals that marketers are unable to create a cohesive customer experience due to disconnected marketing technologies (losing money on their marketing investments, in the process) and consumers are still dissatisfied with brand experiences, because they aren’t intuitive or personalised.
During this live webinar, Regina Corso will explore the delta between money spent on marketing technology and revenue lost to failed customer retention each year on a global scale, as well as the opportunities that exist for success
About the presenter:
Regina Corso, president and founder of Regina Corso Consulting, is viewed as one of the nation’s premier public release experts with nearly 20 years of experience leading surveys and research projects for PR and communications programs.
She is the source of more than 2,500 public release surveys, quoted in hundreds of U.S. and international media outlets ranging from USA Today, The Wall Street Journal, and CNN, to Fox News, BBC, and Investors’ Business Daily, and more.
Customers need more than convenient access to customer service; they need a level of genuine human interaction that drives positive customer experiences. Here's what consumers think companies can do better to master the personal touch.
The 2018 Edelman Earned Brand study reveals that nearly two-thirds (64 percent) of consumers around the world now buy on belief, a remarkable increase of 13 points since 2017. These Belief-Driven Buyers will choose, switch, avoid or boycott a brand based on where it stands on the political or social issues they care about.
IZEA's in-depth look at content marketing and influencer marketing in the United States, from the perspective of influencers, content creators, marketers and consumers.
How SMBs in the UK are embracing social media [2015 Research]LinkedIn Europe
SMBs are driving Europe back to growth, and relying on social media to help them do it. Here’s how to put together a winning social strategy to reach them.
Everyone is clamoring for the attention of your customers, and the commotion is making them tune out. How do you cut through all of the racket so you can reach the people who actually want what you have to offer? We surveyed 150 marketers to find out, and the results are in The State of Customer Acquisition, a report that outlines the strategies and tactics they found most effective.
Hear from TOMS’ Director of Customer Experience, Stacy Carpenter, and SheerID’s Vice President, Bill Schneider, for a 45-minute webinar in which they share the report’s top findings and discuss:
* New techniques to differentiate your message
* Which type of promotions are most effective and why
* How to lower your customer acquisition costs
How SMBs in Europe are embracing social media [2015 Research]LinkedIn Europe
SMBs are driving Europe back to growth, and relying on social media to help them do it. Here’s how to put together a winning social strategy to reach them:
How SMBs in the Middle East are embracing social media [2015 Research]LinkedIn Europe
SMBs are driving the Middle East back to growth, and relying on social media to help them do it. Here’s how to put together a winning social strategy to reach them:
Surveying 8,000 people online and 32,000 via mobile phones, the 2018 Edelman Earned Brand study shows that now 60% of consumers in Japan either buy or boycott brands based on their stances on societal issues.
The 2016 EARNED BRAND study is a global online survey of 13,000 consumers in 13 countries that examines the consumer-brand relationship across 18 brand categories.
Measuring Customer-Experience ROI with social mediaMichael Wolfe
Validates and describes a very innovative and powerful approach for measuring the customer-brand-experience using social media experiential commentary. Not only is this a brea-through, but demonstrates the importance and value of the CX for brands.
Accenture research reveals how transforming to a living business enables insurance companies to achieve sustainable growth through hyper-relevance. To learn more visit: https://www.accenture.com/us-en/insights/insurance/living-business
Similar to Microsoft --2017 State of Global Customer Service (20)
Learn how a configurable, cloud-based web experience that supports single sign-on, common navigation, and a common look across application can streamline ERP for users.
Gain new visibility in your DevOps teamAbhishek Sood
DevOps implementation too often focuses only on communication between dev teams and their business counterparts, but fails to adequately loop in downstream testing and operations teams. A lack of visibility for operations teams leads to delaying rollouts and going live with buggy code.
Check this Forrester Consulting report to see what strategies DevOps teams are using to maximize visibility, speed, and agility.
Azure IaaS: Cost savings, new revenue opportunities, and business benefits Abhishek Sood
By now, it is well known that moving to the cloud saves on various costs, but exactly how much benefit can you expect to realize? How do the experts evaluate platforms and what do they see as the key challenges a platform will need to overcome? This paper answers all this and demonstrates how to evaluate an IaaS service for you.
3-part approach to turning IoT data into business powerAbhishek Sood
There will be 44 zettabytes of data produced by IoT alone by 2020, according to IDC. That’s a little more than the cumulative size of 44 trillion feature films.
Data from IoT devices will soon be table stakes in your industry, if it isn’t already. Turning that data into quick and actionable insights is the race for all businesses who are investing in IoT devices.
Learn about a 3-pronged approach that can turn your IoT data into business actions:
Business-wide analytics revolution
Connected relationships with customers
Intelligent innovation based on data
Chances are if someone were to ask you to choose a department in your company where you could save close to $9 million as part of a 3-year ROI, HR wouldn’t make the top-of-the-mind list. Years past would suggest something closely related to HR - like layoffs - as holding the answer, but that’s not where the dollars could be saved as one large American healthcare provider found out.
The undisclosed, $4 billion organization was unfortunately riddled with inconsistencies and redundancies throughout their HR department that were ultimately draining massive amounts of resources. After much thought, the provider turned to ServiceNow for advice - and a new solution.
In this exclusive Forrester Research report, see how this healthcare provider was able to consumerize their employee service experience, which led them to unlock benefits like:
Benefits approaching $10 million in savings
30% improved efficiency in servicing HR cases
50% reduction in audit and compliance costs
And more
Big news coming for DevOps: What you need to knowAbhishek Sood
As the DevOps culture continues to sweep through the IT world, and the trend toward microservices picks up steam, VMware steps into the fray with their recent acquisition of Wavefront.
What does this mean for you?
This exclusive e-guide takes a look at what one of the largest names in virtualization platforms is looking to do with DevOps monitoring, as well as:
How they plan to stand out against the competition
How they are moving forward with the cloud
And more
Microservices best practices: Integration platforms, APIs, and moreAbhishek Sood
Your business’s ability to adapt quickly, drive innovation, and meet new competition wherever it arises is a strategic necessity in today’s world of constant change and disruption.
This paper explores how many organizations are laying a foundation for continuous innovation and agility by adopting microservice architectures.
Discover how to build a highly productive, unified integration framework for microservices that creates a seamless app network with API-led connectivity.
How to measure your cybersecurity performanceAbhishek Sood
In order for organizations to stay competitive, they must always be improving. This too is true for their cybersecurity.
Being able to properly harvest and digest cybersecurity benchmarking information is critical for today’s CIOs. If you realize that your cybersecurity is not at the level it should be, evaluating it properly can help you raise appropriate resources to fix the issues.
Discover how to get the full picture of your organization's security performance compared to your peers. Learn why benchmarking is so critical for today's CIOs and how to clearly communicate benchmarking data to your board.
Organizations have been putting the cloud to use for years, but recently the trickle of workloads being moved from on-premises to public cloud environments has grown into a tidal wave.
But just what public cloud infrastructure strategies are being used, in terms of the number of providers with which they partner, and do they see these services simply augmenting existing on-premises environments or as a means of revolutionizing them?
Read this ESG research brief to get the answer to these questions and more.
Gartner predicts that nearly 40% of enterprise IT application spend will be shifted to cloud versus on-premise by 2020.
However, most IT departments evaluate and select cloud-based apps based on their many business productivity benefits but a number of critical security and performance issues need to be considered at the same time.
This white paper details some of the major considerations you will need to focus on when looking for cloud app security. You will also learn about:
Limitations of existing products
Integrated cloud security gateway approach
Malware and data security challenges
And much, much more
How to integrate risk into your compliance-only approachAbhishek Sood
Information security policies and standards can oftentimes cause confusion and even liability within an organization.
This resource details 4 pitfalls of a compliance-only approach and offers a secure method to complying with policies and standards through a risk-integrated approach.
Uncover 4 Benefits of integrating risk into your compliance approach, including:
Reduced risk
Reduced deployment time
And 2 more
DLP 101: Help identify and plug information leaksAbhishek Sood
A data loss prevention (DLP) strategy isn’t something to be taken lightly: its cost, impact on process, and responsibility for keeping an enterprise’s data secure cannot be understated as data becomes more accessible and mobile.
In this e-guide discover:
What it means for security for data to be in use, in motion, and at rest
How DLP works: standalone vs. integrated
The DLP learning curve
And more
IoT: 3 keys to handling the oncoming barrage of use casesAbhishek Sood
74.5 billion devices will be connected to the internet by 2025. The Internet of Things (IoT) is going to impact every industry around the world, if it hasn't already.
Of course, something as significant as the IoT will present a number of challenges as it is introduced to traditional operations environments.
Access this infographic to prepare for an onslaught of IoT use cases and refocus your strategy to focus on scale, complexity, and security.
How 3 trends are shaping analytics and data management Abhishek Sood
Explore how 3 current trends are shaping modern data environments and learn about the impact of non-relational databases, big data, cloud data integration, self-service analytics, and more.
API-led connectivity: How to leverage reusable microservicesAbhishek Sood
Government agencies across the globe – whether they be state, local, central, or federal – face a digital transformation imperative to adopt cloud, IoT, and mobile technologies that legacy systems often struggle to keep up with.
This white paper explores how to take an architectural approach centered around APIs and microservices to unlock monolithic legacy systems for digital transformation.
Find out how to build up your API management strategy, and learn how you can:
Accelerate project delivery driven by reusable microservices
Secure data exchange within and outside agencies
Use API-led connectivity to modernize legacy systems
And more
How to create a secure high performance storage and compute infrastructureAbhishek Sood
Creating a secure, high-performance enterprise storage system presents a number of challenges.
Without a high throughput, low latency connection between your SAN and your cloud compute infrastructure, your business will struggle to extract actionable insights in time to make the best decisions.
Download this white paper to discover technology designed to deliver maximum storage and compute capacity for enterprises, with massive data stores, that need to solve business problems fast without compromising the security of user information.
Enterprise software usability and digital transformationAbhishek Sood
This report produced by IFS and CFE Media explores how ERP software usability is closely linked to a business' perceived readiness for digital transformation.
Transforming for digital customers across 6 key industriesAbhishek Sood
While many industries recognize the value of digital transformation and the role it plays in meeting increasingly high customer expectations, digital transformation maturity is lagging behind in several industries.
To learn more, Forrester Consulting conducted a study to evaluate the state of digital transformation across 6 industries, including retail, banking, healthcare, insurance, telco, and media.
Find out how each of these industries is faring in a digital-first world, and uncover the report’s key findings about:
The role of digital technologies in shaping customer relationships
Areas of improvement: From operations to digital marketing
Recommendations for the next steps in digital transformation
And more
Authentication best practices: Experts weigh inAbhishek Sood
A 2017 Aite Group survey of 1,095 U.S. consumers who use online and/or mobile banking revealsusers’ perceptions of various forms of authentication.
Access this report now to uncover key findings from this study and expert recommendations to improve authentication security and user experience.
Inside, learn about:
•Notable 2016 data breaches
•Market trends and implications
•Consumers’ attitudes toward passwords
•Pros and cons of authentication methods
Want to move your career forward? Looking to build your leadership skills while helping others learn, grow, and improve their skills? Seeking someone who can guide you in achieving these goals?
You can accomplish this through a mentoring partnership. Learn more about the PMISSC Mentoring Program, where you’ll discover the incredible benefits of becoming a mentor or mentee. This program is designed to foster professional growth, enhance skills, and build a strong network within the project management community. Whether you're looking to share your expertise or seeking guidance to advance your career, the PMI Mentoring Program offers valuable opportunities for personal and professional development.
Watch this to learn:
* Overview of the PMISSC Mentoring Program: Mission, vision, and objectives.
* Benefits for Volunteer Mentors: Professional development, networking, personal satisfaction, and recognition.
* Advantages for Mentees: Career advancement, skill development, networking, and confidence building.
* Program Structure and Expectations: Mentor-mentee matching process, program phases, and time commitment.
* Success Stories and Testimonials: Inspiring examples from past participants.
* How to Get Involved: Steps to participate and resources available for support throughout the program.
Learn how you can make a difference in the project management community and take the next step in your professional journey.
About Hector Del Castillo
Hector is VP of Professional Development at the PMI Silver Spring Chapter, and CEO of Bold PM. He's a mid-market growth product executive and changemaker. He works with mid-market product-driven software executives to solve their biggest growth problems. He scales product growth, optimizes ops and builds loyal customers. He has reduced customer churn 33%, and boosted sales 47% for clients. He makes a significant impact by building and launching world-changing AI-powered products. If you're looking for an engaging and inspiring speaker to spark creativity and innovation within your organization, set up an appointment to discuss your specific needs and identify a suitable topic to inspire your audience at your next corporate conference, symposium, executive summit, or planning retreat.
About PMI Silver Spring Chapter
We are a branch of the Project Management Institute. We offer a platform for project management professionals in Silver Spring, MD, and the DC/Baltimore metro area. Monthly meetings facilitate networking, knowledge sharing, and professional development. For event details, visit pmissc.org.
NIDM (National Institute Of Digital Marketing) Bangalore Is One Of The Leading & best Digital Marketing Institute In Bangalore, India And We Have Brand Value For The Quality Of Education Which We Provide.
www.nidmindia.com
MISS TEEN GONDA 2024 - WINNER ABHA VISHWAKARMADK PAGEANT
Abha Vishwakarma, a rising star from Uttar Pradesh, has been selected as the victor from Gonda for Miss High Schooler India 2024. She is a glad representative of India, having won the title through her commitment and efforts in different talent competitions conducted by DK Exhibition, where she was crowned Miss Gonda 2024.
Resumes, Cover Letters, and Applying OnlineBruce Bennett
This webinar showcases resume styles and the elements that go into building your resume. Every job application requires unique skills, and this session will show you how to improve your resume to match the jobs to which you are applying. Additionally, we will discuss cover letters and learn about ideas to include. Every job application requires unique skills so learn ways to give you the best chance of success when applying for a new position. Learn how to take advantage of all the features when uploading a job application to a company’s applicant tracking system.
New Explore Careers and College Majors 2024Dr. Mary Askew
Explore Careers and College Majors is a new online, interactive, self-guided career, major and college planning system.
The career system works on all devices!
For more Information, go to https://bit.ly/3SW5w8W
1. 1 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2017
STATE OF GLOBAL
CUSTOMER SERVICE
REPORT
2. 2 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
INTRODUCTION
EXPECTATIONS FOR CUSTOMER SERVICE
CONTINUE TO RISE AROUND THE GLOBE
Customers expect more from brands when it comes to convenience,
resolution times, and agent expertise. Evolving customer preferences
are tightly linked to innovations in digital technology, and brands must
embrace both in order to keep pace with heightened expectations. The
good news is that brands that can deliver on expectations are rewarded
with higher rates of customer retention and loyalty.
The Microsoft 2017 State of Global Customer Service survey polled
5,000 people from Brazil, Germany, Japan, the United Kingdom and
the United States. We continue to find commonalities along with distinct
differences between locals. And though people in all age groups are
embracing new digital trends, millennials especially are shaping the way
brands need to think about the future of customer service engagement.
Regardless of industry, service organizations are a customer engagement
focal point for brands around the world. Our report reveals that 96% of
respondents say customer service is important in their choice of loyalty
to a brand. And because customer experience is a key differentiator,
empowering your service organization to deliver personalized and
contextual interactions throughout the customer journey is a strategic
imperative.
We hope you find these insights beneficial as you continue refining
and innovating your customer service strategy.
2 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
3. 3 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
BUILD LOYALTY FOR YOUR BRAND
WITH EXCEPTIONAL CUSTOMER SERVICE
It’s been a few years since the digitally empowered customer first sent customer
expectations soaring. And with the march of technology continuing to drive those
expectations, and vice versa, this year is no exception: 54% of respondents say they
have higher expectations for customer service today than they had one year ago.
This number jumps to 66% for the 18 - 34-year-olds surveyed.
What do these rising expectations look like? With more and more customers beginning
their service engagement online, facilitating a seamless transition from self-help to
agent assisted service is critical. A whopping 72% of respondents expect agents to
already know who they are, what they’ve purchased, and have insight into their
previous engagements.
Customer service organizations have the power to drive positive brand sentiment in
several ways. For example, 77% of customers have a more favorable view of brands that
ask for and accept customer feedback. And 68% of customers have a more favorable
view of brands that offer or contact them with proactive customer service notifications.
And let’s not forget about those millennials – the most technologically savvy generation.
While a little over half of all global respondents have a more favorable view of brands
that engage via social media, 74% of millennials say social media responsiveness
improves their perception of a brand. Similarly, 79% of millennial respondents have
a more favorable view of brands that offer a mobile-responsive customer support portal.
96% of our respondents say customer service plays a role in their choice of and loyalty
to a brand. This number is simply too high to ignore – and there’s a major pay-off
for brands that seize the opportunity. There is a direct correlation between superior
customer service and brand loyalty, which means your customer service organization
can be a key stakeholder of your customer acquisition and retention strategy.
BRAND LOYALTY
3 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
4. 4 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HOW IMPORTANT IS CUSTOMER SERVICE TO YOU IN YOUR CHOICE OF OR LOYALTY TO A BRAND?
JAPAN
Very Important: 30%
Not Important: 10%
Somewhat Important: 61%
AGES 35 - 54
Very Important: 56%
Not Important: 5%
Somewhat Important: 39%
UNITED STATES
Very Important: 69%
Not Important: 2%
Somewhat Important: 29%
AGES 18 - 34
Very Important: 66%
Not Important: 3%
Somewhat Important: 30%
BRAZIL
Very Important: 90%
Not Important: 1%
Somewhat Important: 9%
UNITED KINGDOM
Very Important: 57%
Not Important: 3%
Somewhat Important: 40%
GERMANY
Very Important: 50%
Not Important: 6%
Somewhat Important: 45%
GLOBAL AVERAGE
Very Important: 59%
Not Important: 4%
Somewhat Important: 37%
AGES 55+
Very Important: 55%
Not Important: 4%
Somewhat Important: 41%
FEMALE
Very Important: 60%
Not Important: 4%
Somewhat Important: 36%
MALE
Very Important: 58%
Not Important: 5%
Somewhat Important: 37%
BRAND LOYALTY
5. 5 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE HIGHER EXPECTATIONS FOR CUSTOMER SERVICE TODAY THAN YOU HAD ONE YEAR AGO?
GERMANY
Yes: 42%
No: 58%
GLOBAL AVERAGE
Yes: 54%
No: 46%
AGES 55+
Yes: 42%
No: 58%
JAPAN
Yes: 45%
No: 55%
AGES 35 - 54
Yes: 54%
No: 46%
BRAZIL
Yes: 79%
No: 22%
FEMALE
Yes: 54%
No: 46%
UNITED STATES
Yes: 57%
No: 43%
AGES 18 - 34
Yes: 66%
No: 34%
UNITED KINGDOM
Yes: 48%
No: 52%
MALE
Yes: 54%
No: 46%
WHEN YOU CONTACT A BRAND OR ORGANIZATION FOR CUSTOMER SERVICE, DO YOU EXPECT
THE REPRESENTATIVE TO KNOW YOUR CONTACT, PRODUCT AND SERVICE INFORMATION/HISTORY?
GERMANY
Yes: 74%
No: 26%
GLOBAL AVERAGE
Yes: 72%
No: 28%
AGES 55+
Yes: 65%
No: 35%
JAPAN
Yes: 56%
No: 44%
AGES 35 - 54
Yes: 73%
No: 27%
BRAZIL
Yes: 95%
No: 6%
FEMALE
Yes: 70%
No: 30%
UNITED STATES
Yes: 66%
No: 34%
AGES 18 - 34
Yes: 77%
No: 23%
UNITED KINGDOM
Yes: 68%
No: 32%
MALE
Yes: 73%
No: 27%
BRAND LOYALTY
6. 6 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT ASK FOR AND ACCEPT CUSTOMER FEEDBACK?
GERMANY
Yes: 71%
No: 29%
GLOBAL AVERAGE
Yes: 77%
No: 23%
AGES 55+
Yes: 73%
No: 27%
JAPAN
Yes: 74%
No: 27%
AGES 35 - 54
Yes: 76%
No: 24%
BRAZIL
Yes: 97%
No: 3%
FEMALE
Yes: 77%
No: 23%
UNITED STATES
Yes: 78%
No: 23%
AGES 18 - 34
Yes: 82%
No: 18%
UNITED KINGDOM
Yes: 66%
No: 34%
MALE
Yes: 77%
No: 23%
DO YOU BELIEVE MOST BRANDS TAKE ACTION ON FEEDBACK PROVIDED BY THEIR CUSTOMERS?
GERMANY
Yes: 45%
No: 55%
GLOBAL AVERAGE
Yes: 52%
No: 48%
AGES 55+
Yes: 48%
No: 52%
JAPAN
Yes: 40%
No: 60%
AGES 35 - 54
Yes: 51%
No: 49%
BRAZIL
Yes: 60%
No: 40%
FEMALE
Yes: 52%
No: 48%
UNITED STATES
Yes: 63%
No: 37%
AGES 18 - 34
Yes: 58%
No: 42%
UNITED KINGDOM
Yes: 52%
No: 48%
MALE
Yes: 52%
No: 48%
BRAND LOYALTY
7. 7 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT OFFER
OR CONTACT YOU WITH PROACTIVE CUSTOMER SERVICE NOTIFICATIONS?
GERMANY
Yes: 55%
No: 45%
GLOBAL AVERAGE
Yes: 68%
No: 32%
AGES 55+
Yes: 64%
No: 36%
UNITED STATES
Yes: 67%
No: 33%
AGES 18 - 34
Yes: 73%
No: 27%
UNITED KINGDOM
Yes: 58%
No: 42%
MALE
Yes: 70%
No: 30%
JAPAN
Yes: 72%
No: 28%
AGES 35 - 54
Yes: 68%
No: 32%
BRAZIL
Yes: 90%
No: 11%
FEMALE
Yes: 67%
No: 33%
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT
RESPOND TO CUSTOMER SERVICE QUESTIONS OR COMPLAINTS ON SOCIAL MEDIA?
GERMANY
Yes: 52%
No: 48%
GLOBAL AVERAGE
Yes: 55%
No: 45%
AGES 55+
Yes: 33%
No: 67%
UNITED STATES
Yes: 46%
No: 54%
AGES 18 - 34
Yes: 74%
No: 26%
UNITED KINGDOM
Yes: 40%
No: 60%
MALE
Yes: 54%
No: 46%
JAPAN
Yes: 52%
No: 48%
AGES 35 - 54
Yes: 58%
No: 42%
BRAZIL
Yes: 88%
No: 12%
FEMALE
Yes: 57%
No: 43%
BRAND LOYALTY
8. 8 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
DO YOU HAVE A MORE FAVORABLE VIEW OF BRANDS THAT OFFER A
MOBILE-RESPONSIVE CUSTOMER SERVICE SUPPORT PORTAL?
GERMANY
Yes: 69%
No: 31%
GLOBAL AVERAGE
Yes: 65%
No: 35%
AGES 55+
Yes: 47%
No: 53%
UNITED STATES
Yes: 52%
No: 48%
AGES 18 - 34
Yes: 79%
No: 21%
UNITED KINGDOM
Yes: 45%
No: 55%
MALE
Yes: 64%
No: 36%
JAPAN
Yes: 69%
No: 31%
AGES 35 - 54
Yes: 68%
No: 32%
BRAZIL
Yes: 91%
No: 9%
FEMALE
Yes: 66%
No: 34%
BRAND LOYALTY
9. 9 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
PERCEPTIONS & FRUSTRATIONS
9 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
ACT ON CUSTOMER PERCEPTIONS
AND FRUSTRATIONS TO IMPROVE
CUSTOMER SATISFACTION
According to 67% of our global respondents, customer service is getting better.
While this is certainly good news, it doesn’t mean that frustrating customer service
experiences are a thing of the past. In fact, 56% of global respondents have stopped
doing business with a brand due to a poor customer service experience, and 47% of
those respondents say they made that choice within the past 12 months.
So, what are the biggest dos and don’ts of customer service for 2017? Despite the
increasing number of self-service options, customers still seek live-agent support.
Frustration spikes when customers are unable to reach a live person for support. In fact,
30% of global respondents find it to be the most frustrating aspect of a poor customer
service experience. And 30% of those polled say the most important aspect of a good
customer service experience is speaking with a knowledgeable and friendly agent.
Though more and more customers are solving issues through self-service, the results
show that customers still rely on effective agent support when they encounter problems
too tricky to solve on their own. These days, agents are likely to connect with customers
who have already attempted to resolve their issue through another channel, so an
agent’s ability to pick up exactly where the last interaction left off – and deliver a
personalized and contextual interaction – is key to a positive experience.
The bottom line is this: customers want their experience to feel effortless, regardless of
whether it’s through self-service or with the help of an agent. Unfortunately, that’s not
the case when looking at the 80% of respondents who believe it takes some or even too
much effort to resolve their customer service issues. While this number uncovers room
for significant improvement globally, brands can seize this as an opportunity to improve
customer perception by providing frictionless customer service engagements.
10. 10 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES
Not having to repeat myself/
not being passed from agent to agent: 21%
Getting my issue resolved in a single interaction
(no matter the length of time): 32%
A friendly & knowledgeable representative: 33%
Other: 1%
Being able to find the responses and information
I need without having to contact support: 13%
GERMANY
Not having to repeat myself/
not being passed from agent to agent: 21%
Getting my issue resolved in a single interaction
(no matter the length of time): 26%
A friendly & knowledgeable representative: 42%
Other: 1%
Being able to find the responses and information
I need without having to contact support: 10%
GLOBAL AVERAGE
Not having to repeat myself/
not being passed from agent to agent: 27%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
A friendly & knowledgeable representative: 30%
Other: 2%
Being able to find the responses and information
I need without having to contact support: 13%
UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
Not having to repeat myself/
not being passed from agent to agent: 31%
Not having to repeat myself/
not being passed from agent to agent: 24%
Not having to repeat myself/
not being passed from agent to agent: 25%
Not having to repeat myself/
not being passed from agent to agent: 30%
Not having to repeat myself/
not being passed from agent to agent:30%
Not having to repeat myself/
not being passed from agent to agent: 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 29%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 30%
Getting my issue resolved in a single interaction
(no matter the length of time): 27%
Getting my issue resolved in a single interaction
(no matter the length of time): 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 29%
A friendly & knowledgeable representative: 30% A friendly & knowledgeable representative: 29% A friendly & knowledgeable representative: 31%
A friendly & knowledgeable representative: 29%A friendly & knowledgeable representative: 29%
A friendly & knowledgeable representative: 33%
Other: 1% Other: 2% Other: 2%
Other: 2%Other: 2%
Other: 1%
Being able to find the responses and information
I need without having to contact support: 10%
Being able to find the responses and information
I need without having to contact support: 18%
Being able to find the responses and information
I need without having to contact support: 13%
Being able to find the responses and information
I need without having to contact support: 13%
Being able to find the responses and information
I need without having to contact support: 18%
Being able to find the responses and information
I need without having to contact support: 9%
BRAZIL
Not having to repeat myself/
not being passed from agent to agent: 28%
Getting my issue resolved in a single interaction
(no matter the length of time): 33%
A friendly & knowledgeable representative: 25%
Other: 1%
Being able to find the responses and information
I need without having to contact support: 14%
JAPAN
Not having to repeat myself/
not being passed from agent to agent: 36%
Getting my issue resolved in a single interaction
(no matter the length of time): 22%
A friendly & knowledgeable representative: 19%
Other: 5%
Being able to find the responses and information
I need without having to contact support: 18%
WHAT DO YOU FEEL IS THE MOST IMPORTANT ASPECT OF A GOOD CUSTOMER SERVICE EXPERIENCE?
PERCEPTIONS & FRUSTRATIONS
11. 11 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
AGES 35 - 54 FEMALE
AGES 55+
Not being able to resolve my issue
or find information online: 18%
Not being able to resolve my issue
or find information online: 25%
Not being able to resolve my issue
or find information online: 19%
Not being able to resolve my issue
or find information online: 20%
Not being able to resolve my issue
or find information online: 24%
Not being able to resolve my issue
or find information online: 14%
Not being able to resolve my issue
or find information online: 26%
Not being able to resolve my issue
or find information online: 21%
Not being able to resolve my issue
or find information online: 20%
Not being able to resolve my issue
or find information online: 19%
Not being able to resolve my issue
or find information online: 13%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 17%
Having to repeat or provide my
information multiple times: 21%
Having to repeat or provide my
information multiple times: 19%
Having to repeat or provide my
information multiple times: 28%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 20%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 22%
Having to repeat or provide my
information multiple times: 20%
A representative not having the knowledge
or ability to resolve my issue: 26%
A representative not having the knowledge
or ability to resolve my issue: 34%
A representative not having the knowledge
or ability to resolve my issue: 33%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 28%
A representative not having the knowledge
or ability to resolve my issue: 25%
A representative not having the knowledge
or ability to resolve my issue: 32%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 30%
A representative not having the knowledge
or ability to resolve my issue: 29%
A representative not having the knowledge
or ability to resolve my issue: 25%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 34%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 19%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 32%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 33%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 19%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 30%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 27%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 29%
Automated Telephone System (IVR)/inability to
reach a live person for customer support: 43%
WHAT IS THE MOST FRUSTRATING ASPECT OF A POOR CUSTOMER SERVICE EXPERIENCE?
PERCEPTIONS & FRUSTRATIONS
12. 12 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER STOPPED DOING BUSINESS WITH A BRAND DUE TO A POOR CUSTOMER SERVICE EXPERIENCE?
GERMANY
Yes: 46%
No: 54%
GLOBAL AVERAGE
Yes: 56%
No: 44%
AGES 55+
Yes: 48%
No: 52%
PERCEPTIONS & FRUSTRATIONS
UNITED STATES
Yes: 59%
No: 41%
AGES 18 - 34
Yes: 63%
No: 37%
UNITED KINGDOM
Yes: 61%
No: 39%
MALE
Yes: 57%
No: 43%
JAPAN
Yes: 35%
No: 65%
AGES 35 - 54
Yes: 56%
No: 44%
BRAZIL
Yes: 78%
No: 22%
FEMALE
Yes: 55%
No: 45%
13. 13 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
IF YOU HAVE STOPPED DOING BUSINESS WITH A BRAND DUE TO A
POOR CUSTOMER SERVICE EXPERIENCE, WAS IT WITHIN THE PAST 12 MONTHS?
GERMANY
Yes: 40%
No: 60%
GLOBAL AVERAGE
Yes: 47%
No: 53%
AGES 55+
Yes: 32%
No: 68%
PERCEPTIONS & FRUSTRATIONS
UNITED STATES
Yes: 44%
No: 56%
AGES 18 - 34
Yes: 61%
No: 39%
UNITED KINGDOM
Yes: 42%
No: 58%
MALE
Yes: 48%
No: 52%
JAPAN
Yes: 24%
No: 76%
AGES 35 - 54
Yes: 44%
No: 56%
BRAZIL
Yes: 67%
No: 33%
FEMALE
Yes: 46%
No: 54%
GERMANY
Yes: 60%
No: 40%
GLOBAL AVERAGE
Yes: 67%
No: 33%
AGES 55+
Yes: 61%
No: 39%
OVERALL, IS CUSTOMER SERVICE GETTING BETTER?
UNITED STATES
Yes: 62%
No: 38%
AGES 18 - 34
Yes: 75%
No: 25%
UNITED KINGDOM
Yes: 61%
No: 39%
MALE
Yes: 67%
No: 33%
JAPAN
Yes: 74%
No: 26%
AGES 35 - 54
Yes: 66%
No: 34%
BRAZIL
Yes: 79%
No: 21%
FEMALE
Yes: 67%
No: 33%
14. 14 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HOW MUCH EFFORT DO YOU FEEL IT TYPICALLY TAKES YOU TO RESOLVE A CUSTOMER SERVICE ISSUE?
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
AGES 34 - 54 FEMALE
AGES 34 - 54
Very little effort: 20%
Very little effort: 22%
Very little effort: 23% Very little effort: 20%
Very little effort: 21%
Very little effort: 13% Very little effort: 23% Very little effort: 20%
Very little effort: 21% Very little effort: 19%
Very little effort: 16%
A lot or too much effort: 16%
A lot or too much effort: 27%
A lot or too much effort: 9% A lot or too much effort: 18%
A lot or too much effort: 21%
A lot or too much effort: 19% A lot or too much effort: 17% A lot or too much effort: 18%
A lot or too much effort: 19% A lot or too much effort: 19%
A lot or too much effort: 18%
Some effort: 64%
Some effort: 51%
Some effort: 68% Some effort: 62%
Some effort: 58%
Some effort: 68% Some effort: 60% Some effort: 62%
Some effort: 60% Some effort: 62%
Some effort: 67%
PERCEPTIONS & FRUSTRATIONS
15. 15 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
SELF-SERVICE
REVOLUTIONIZE YOUR CUSTOMER
ENGAGEMENT MODEL WITH
SELF-SERVICE OPTIONS
In today’s connected world, customers expect to receive service on their
own terms – anytime, anywhere. Customers order rides, check in for flights,
and even check out at grocery stores online. So, why wouldn’t they expect
the same convenience from your customer service organization? They
do: 90% of our respondents say they expect brands and organizations to
offer an online portal for self-service. And when customers are not able
to resolve issues on their own, over half of all respondents say it’s because
there is too little information online.
Their expectations are in line with how most service engagements begin.
75% of global respondents have used a search engine to find answers
to service related questions before calling an agent, and 74% have used
a self-service support portal. 65% of global respondents – and 79% of
millennials – have a more favorable view of brands that offer a mobile-
responsive customer service portal, reflecting a desire to be empowered
to resolve issues wherever and whenever they want.
Your self-service portal is also a great place to build loyalty. In addition
to your own knowledge articles, why not let your super-users share
their passion and expertise through a support forum? The use of online
forums is on the rise, not only for peer-to-peer support, but also as a
place to engage with subject matter experts or discuss best practices.
And innovation communities can foster a sense of ownership as well
by giving your customers the opportunity to influence your roadmap.
15 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
16. 16 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED A SEARCH ENGINE TO TRY AND FIND THE RESPONSE TO A CUSTOMER SERVICE QUESTION?
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 75%
No: 25%
AGES 55+
Yes: 63%
No: 37%
UNITED STATES
Yes: 72%
No: 28%
AGES 18 - 34
Yes: 86%
No: 14%
UNITED KINGDOM
Yes: 70%
No: 30%
MALE
Yes: 74%
No: 26%
JAPAN
Yes: 63%
No: 37%
AGES 35 - 54
Yes: 77%
No: 23%
BRAZIL
Yes: 91%
No: 9%
FEMALE
Yes: 76%
No: 24%
SELF-SERVICE
DO YOU EXPECT A BRAND OR ORGANIZATION TO HAVE AN ONLINE SELF-SERVICE SUPPORT PORTAL?
GERMANY
Yes: 84%
No: 16%
GLOBAL AVERAGE
Yes: 90%
No: 10%
AGES 55+
Yes: 86%
No: 14%
UNITED STATES
Yes: 89%
No: 11%
AGES 18 - 34
Yes: 93%
No: 7%
UNITED KINGDOM
Yes: 93%
No: 7%
MALE
Yes: 90%
No: 10%
JAPAN
Yes: 84%
No: 16%
AGES 35 - 54
Yes: 90%
No: 10%
BRAZIL
Yes: 98%
No: 2%
FEMALE
Yes: 90%
No: 10%
17. 17 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED A SELF-SERVICE SUPPORT PORTAL FOR CUSTOMER SERVICE?
JAPAN
Yes: 52%
No: 48%
AGES 35 - 54
Yes: 74%
No: 26%
UNITED STATES
Yes: 79%
No: 21%
AGES 18 - 34
Yes: 82%
No: 18%
BRAZIL
Yes: 92%
No: 8%
UNITED KINGDOM
Yes: 78%
No: 22%
GERMANY
Yes: 67%
No: 33%
GLOBAL AVERAGE
Yes: 74%
No: 26%
AGES 55+
Yes: 65%
No: 35%
FEMALE
Yes: 73%
No: 27%
MALE
Yes: 75%
No: 25%
SELF-SERVICE
IF YOU HAVE USED A SELF-SERVICE SUPPORT PORTAL FOR CUSTOMER SERVICE,
DID YOU FIND THE RESPONSE YOU WERE LOOKING FOR?
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 79%
No: 21%
AGES 55+
Yes: 68%
No: 32%
UNITED STATES
Yes: 78%
No: 22%
AGES 18 - 34
Yes: 87%
No: 13%
UNITED KINGDOM
Yes: 71%
No: 29%
MALE
Yes: 79%
No: 21%
JAPAN
Yes: 73%
No: 27%
AGES 35 - 54
Yes: 79%
No: 21%
BRAZIL
Yes: 87%
No: 13%
FEMALE
Yes: 79%
No: 21%
18. 18 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
BRAZIL
GERMANY
JAPAN
GLOBAL AVERAGE
Too little information: 54% Too little information: 49% Too little information: 57% Too little information: 52%
Too little information: 55%Too little information: 56%
Too little information: 49%
Too little information: 58%
Too little information: 48%
Too little information: 62%
Too little information: 54%
Disorganized information: 20% Disorganized information: 23% Disorganized information: 12% Disorganized information: 22%
Disorganized information: 20%Disorganized information: 22%
Disorganized information: 25%
Disorganized information: 16%
Disorganized information: 31%
Disorganized information: 15%
Disorganized information: 21%
Outdated information: 9% Outdated information: 4% Outdated information: 15% Outdated information: 8%
Outdated information: 6%Outdated information: 6%
Outdated information: 3%
Outdated information: 8%
Outdated information: 10%
Outdated information: 5%
Outdated information: 7%
No search capability: 16% No search capability: 19% No search capability: 7% No search capability: 14%
No search capability: 13%No search capability: 12%
No search capability: 19%
No search capability: 11%
No search capability: 6%
No search capability: 10%
No search capability: 14%
Too much information: 1% Too much information: 5% Too much information: 8% Too much information: 4%
Too much information: 5%Too much information: 4%
Too much information: 3%
Too much information: 6%
Too much information: 4%
Too much information: 8%
Too much information: 5%
IF YOU DID NOT FIND THE RESPONSE YOU WERE LOOKING FOR, WHAT WAS THE KEY ISSUE?
SELF-SERVICE
19. 19 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
OMNI-CHANNEL
OFFER OMNI-CHANNEL SERVICE,
ANYTIME AND ON ANY DEVICE
Today’s customers interact with brands across a growing number of channels.
And they’re not picking favorites. When asked how many customer service
channels they use, 66% of global respondents say they actively use 3 or more
channels. As customers jump from channel to channel, especially during the
course of a single service inquiry, brands must be empowered to transform
that collection of unique customer interactions into a single engagement
experience.
Customers crave immediate real-time access, and as a result, mobility has
become the name of the game. Given the number of people who rely on
self-service portals, it’s no surprise that 52% of global respondents – and
63% of millennials – typically begin their interactions online. But increasingly
they start with their mobile device. In fact, 33% of our respondents –
jumping to 43% for millennials – use their mobile device for customer
service engagements. Brands have no choice but to ensure their service
experience is optimized for this growing number of users.
19 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
20. 20 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHEN ENGAGING A BRAND OR ORGANIZATION FOR CUSTOMER SERVICE,
WHERE DOES YOUR INTERACTION TYPICALLY BEGIN?
UNITED STATES
BRAZIL
GERMANY GLOBAL AVERAGE
JAPAN
UNITED KINGDOM AGES 18 - 34 MALE
FEMALEAGES 35 - 54
AGES 55+
Online: 49%
Online: 55%
Online: 41% Online: 52%
Online: 56%
Online: 60% Online: 63% Online: 52%
Online: 53%Online: 53%
Online: 41%
In person: 7%
In person: 3%
In person: 5% In person: 5%
In person: 2%
In person: 7% In person: 4% In person: 5%
In person: 5%In person: 5%
In person: 5%
Over the phone: 43%
Over the phone: 42%
Over the phone: 54% Over the phone: 43%
Over the phone: 42%
Over the phone: 33% Over the phone: 33% Over the phone: 43%
Over the phone: 42%Over the phone: 42%
Over the phone: 54%
OMNI-CHANNEL
21. 21 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHICH DEVICE DO YOU USE MOST TO START A CUSTOMER SERVICE INTERACTION?
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Mobile Device
(Mobile Phone or Tablet): 32%
Mobile Device
(Mobile Phone or Tablet): 29%
Mobile Device
(Mobile Phone or Tablet): 43%
Mobile Device
(Mobile Phone or Tablet): 29%
Computer (Laptop or Desktop): 68% Computer (Laptop or Desktop): 72% Computer (Laptop or Desktop): 57% Computer (Laptop or Desktop): 71%
GERMANY GLOBAL AVERAGE AGES 55+
Mobile Device
(Mobile Phone or Tablet): 33%
Mobile Device
(Mobile Phone or Tablet): 33%
Mobile Device
(Mobile Phone or Tablet): 25%
Computer (Laptop or Desktop): 67% Computer (Laptop or Desktop): 67% Computer (Laptop or Desktop): 75%
BRAZIL JAPAN FEMALEAGES 35 - 54
Mobile Device
(Mobile Phone or Tablet): 40%
Mobile Device
(Mobile Phone or Tablet): 31%
Mobile Device
(Mobile Phone or Tablet): 37%
Mobile Device
(Mobile Phone or Tablet): 31%
Computer (Laptop or Desktop): 60% Computer (Laptop or Desktop): 69% Computer (Laptop or Desktop): 63%Computer (Laptop or Desktop): 69%
OMNI-CHANNEL
22. 22 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
WHICH OF THE FOLLOWING CUSTOMER SERVICE CHANNELS HAVE YOU USED?
Email:
In person:
Live chat:
Mobile app:
Telephone:
Self-service support portal:
(Support or FAQ page)
Search engine:
Social media:
Online community:
SMS or text message:
Chatbot: (automated
voice or chat response)
UNITED
STATES
62%
41%
47%
12%
74%
48%
43%
15%
18%
11%
10%
UNITED
KINGDOM
73%
35%
55%
7%
69%
54%
46%
18%
21%
10%
9%
BRAZIL
73%
36%
61%
25%
78%
59%
43%
41%
27%
20%
16%
JAPAN
47%
5%
6%
2%
56%
34%
39%
4%
6%
5%
4%
GERMANY
60%
29%
29%
7%
73%
35%
57%
17%
22%
5%
7%
GLOBAL
AVERAGE
63%
29%
40%
11%
70%
46%
45%
19%
19%
10%
9%
AGES
18 - 34
62%
30%
48%
19%
65%
48%
49%
33%
29%
13%
15%
AGES
35 - 54
64%
28%
40%
10%
70%
47%
47%
18%
18%
11%
8%
AGES
55+
63%
30%
31%
3%
75%
43%
40%
6%
9%
6%
4%
OMNI-CHANNEL
23. 23 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
AGES 55+GERMANY GLOBAL AVERAGE
1 - 2 channels: 27% 1 - 2 channels: 23% 1 - 2 channels: 24% 1 - 2 channels: 28%
1 - 2 channels: 34%1 - 2 channels: 32% 1 - 2 channels: 29%
None of these: 2%
Average number of response: 4.05 Average number of response: 4.25 Average number of response: 4.46 Average number of response: 3.98
Average number of response: 3.37Average number of response: 3.76 Average number of response: 3.95
None of these: 3% None of these: 4% None of these: 5%
None of these: 5%None of these: 2% None of these: 5%
6 or more: 24% 6 or more: 26% 6 or more: 31% 6 or more: 22%
6 or more: 12%6 or more: 20% 6 or more: 22%
3 - 5 channels: 47% 3 - 5 channels: 47% 3 - 5 channels: 41% 3 - 5 channels: 44%
3 - 5 channels: 50%3 - 5 channels: 45% 3 - 5 channels: 44%
BRAZIL FEMALEAGES 35 - 54JAPAN
1 - 2 channels: 15% 1 - 2 channels: 29%1 - 2 channels: 29%1 - 2 channels: 46%
None of these: 0%
Average number of response: 4.96 Average number of response: 3.92Average number of response: 4.00Average number of response: 2.50
None of these: 4%None of these: 5%None of these: 17%
6 or more: 38% 6 or more: 22%6 or more: 23%6 or more: 2%
3 - 5 channels: 46% 3 - 5 channels: 44%3 - 5 channels: 43%3 - 5 channels: 35%
HOW MANY DIFFERENT CUSTOMER SERVICE CHANNELS HAVE YOU USED?
OMNI-CHANNEL
24. 24 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
LEVERAGE DIGITAL TRENDS TO
ENHANCE CUSTOMER ENGAGEMENT
There are a few other things to keep in mind when thinking about your omni-
channel strategy. Every day customers are finding new ways to interact with brands.
For example, new social channels, chatbots, and connected devices are becoming
more prevalent in people’s daily lives and will play an even greater role in the
future. Paying attention to emerging digital trends is critical to your business.
Take, for example, social listening. Listening to customers on social media is no
longer optional. As mentioned above, over half of our global respondents have
a more favorable view of brands who respond to complaints and questions via
social media. Millennials, especially, believe social media is an effective channel for
customer service. But for social care to be effective, brands must respond quickly:
66% of those polled expect a response within 24 hours.
And artificial intelligence (AI) isn’t just for science fiction. Brands should consider
tapping into the potential of automated customer service bots as part of their
engagement strategy. Intelligent machine to human interactions layered on top of
the immediacy and availability of self-service have the potential to increase CSAT
scores while taking pressure off your agent-assisted channels.
Similarly, brands should explore opportunities to leverage the Internet of Things
(IoT) to provide predictive support for connected devices. 31% of our respondents
— jumping to 45% for millennials — have a connected device. In many scenarios,
service organizations can detect, troubleshoot, and resolve issues remotely,
preempting any negative impact to the customer.
Emerging digital trends have the potential to maximize the positive impact of
customer service by creating more immersive, more personalized experiences.
DIGITAL & EMERGING TRENDS
24 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
25. 25 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED SOCIAL MEDIA TO PRAISE A BRAND OR ITS CUSTOMER SERVICE?
UNITED STATES
Yes: 41%
No: 59%
AGES 18 - 34
Yes: 55%
No: 45%
UNITED KINGDOM
Yes: 33%
No: 68%
GERMANY
Yes: 31%
No: 69%
GLOBAL AVERAGE
Yes: 37%
No: 63%
AGES 55+
Yes: 20%
No: 80%
MALE
Yes: 36%
No: 64%
JAPAN
Yes: 14%
No: 86%
AGES 35 - 54
Yes: 36%
No: 64%
BRAZIL
Yes: 67%
No: 33%
FEMALE
Yes: 38%
No: 62%
DIGITAL & EMERGING TRENDS
HAVE YOU EVER USED SOCIAL MEDIA TO COMPLAIN ABOUT A BRAND OR ITS CUSTOMER SERVICE?
GERMANY
Yes: 24%
No: 76%
GLOBAL AVERAGE
Yes: 31%
No: 69%
AGES 55+
Yes: 14%
No: 86%
UNITED STATES
Yes: 33%
No: 67%
AGES 18 - 34
Yes: 50%
No: 50%
UNITED KINGDOM
Yes: 26%
No: 74%
MALE
Yes: 31%
No: 69%
JAPAN
Yes: 12%
No: 88%
AGES 35 - 54
Yes: 30%
No: 70%
BRAZIL
Yes: 60%
No: 40%
FEMALE
Yes: 31%
No: 69%
26. 26 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
HAVE YOU EVER USED SOCIAL MEDIA TO ASK A CUSTOMER SERVICE QUESTION?
GERMANY
Yes: 28%
No: 72%
GLOBAL AVERAGE
Yes: 34%
No: 66%
AGES 55+
Yes: 13%
No: 87%
DIGITAL & EMERGING TRENDS
UNITED STATES
Yes: 28%
No: 72%
AGES 18 - 34
Yes: 55%
No: 45%
UNITED KINGDOM
Yes: 29%
No: 72%
MALE
Yes: 31%
No: 69%
JAPAN
Yes: 18%
No: 82%
AGES 35 - 54
Yes: 33%
No: 67%
BRAZIL
Yes: 65%
No: 35%
FEMALE
Yes: 36%
No: 64%
DO YOU BELIEVE SOCIAL MEDIA IS AN EFFECTIVE CHANNEL FOR CUSTOMER SERVICE?
GERMANY
Yes: 34%
No: 67%
GLOBAL AVERAGE
Yes: 47%
No: 53%
AGES 55+
Yes: 25%
No: 75%
UNITED STATES
Yes: 39%
No: 61%
AGES 18 - 34
Yes: 65%
No: 35%
UNITED KINGDOM
Yes: 40%
No: 60%
MALE
Yes: 43%
No: 57%
JAPAN
Yes: 45%
No: 55%
AGES 35 - 54
Yes: 49%
No: 51%
BRAZIL
Yes: 76%
No: 24%
FEMALE
Yes: 50%
No: 50%
27. 27 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
GERMANY GLOBAL AVERAGE AGES 55+
Less than an hour: 17% Less than an hour: 18% Less than an hour: 15%
I don’t expect a response: 18% I don’t expect a response: 22% I don’t expect a response: 41%
48 hours or less: 9% 48 hours or less: 11% 48 hours or less: 8%
24 hours or less: 56% 24 hours or less: 48% 24 hours or less: 35%
WHAT IS YOUR EXPECTED RESPONSE TIME FOR SOCIAL MEDIA QUESTIONS OR COMPLAINTS?
DIGITAL & EMERGING TRENDS
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Less than an hour: 18% Less than an hour: 15% Less than an hour: 20% Less than an hour: 19%
I don’t expect a response: 33% I don’t expect a response: 29% I don’t expect a response: 10% I don’t expect a response: 25%
48 hours or less: 8% 48 hours or less: 13% 48 hours or less: 14% 48 hours or less: 10%
24 hours or less: 41% 24 hours or less: 43% 24 hours or less: 57% 24 hours or less: 46%
BRAZIL JAPAN FEMALEAGES 35 - 54
Less than an hour: 26% Less than an hour: 16% Less than an hour: 17%Less than an hour: 19%
I don’t expect a response: 3% I don’t expect a response: 28% I don’t expect a response: 20%I don’t expect a response: 17%
48 hours or less: 13% 48 hours or less: 13% 48 hours or less: 12%48 hours or less: 11%
24 hours or less: 58% 24 hours or less: 44% 24 hours or less: 50%24 hours or less: 52%
28. 28 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
IF YOU HAVE USED SOCIAL MEDIA TO ASK A CUSTOMER SERVICE QUESTION,
DID THE COMPANY RESPOND?
UNITED STATES
Yes: 84%
No: 16%
AGES 18 - 34
Yes: 85%
No: 15%
UNITED KINGDOM
Yes: 84%
No: 16%
GERMANY
Yes: 81%
No: 19%
GLOBAL AVERAGE
Yes: 85%
No: 15%
AGES 55+
Yes: 81%
No: 19%
JAPAN
Yes: 85%
No: 15%
AGES 35 - 54
Yes: 87%
No: 13%
BRAZIL
Yes: 89%
No: 11%
FEMALE
Yes: 85%
No: 15%
MALE
Yes: 86%
No: 14%
DIGITAL & EMERGING TRENDS
29. 29 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
GERMANY GLOBAL AVERAGE AGES 55+
Very effective: 25% Very effective: 33% Very effective: 22%
Not at all effective: 17% Not at all effective: 13% Not at all effective: 13%
Somewhat effective: 58% Somewhat effective: 54% Somewhat effective: 65%
IF YOU HAVE USED A CHATBOT FOR CUSTOMER SERVICE,
HOW EFFECTIVE WAS THE CHATBOT AT RESOLVING YOUR ISSUE?
DIGITAL & EMERGING TRENDS
UNITED STATES UNITED KINGDOM AGES 18 - 34 MALE
Very effective: 30% Very effective: 29% Very effective: 39% Very effective: 34%
Not at all effective: 12% Not at all effective: 19% Not at all effective: 12% Not at all effective: 13%
Somewhat effective: 58% Somewhat effective: 52% Somewhat effective: 49% Somewhat effective: 54%
BRAZIL JAPAN FEMALEAGES 35 - 54
Very effective: 44% Very effective: 17% Very effective: 32%Very effective: 29%
Not at all effective: 9% Not at all effective: 14% Not at all effective: 14%Not at all effective: 15%
Somewhat effective: 48% Somewhat effective: 69% Somewhat effective: 54%Somewhat effective: 56%
30. 30 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
ASIDE FROM YOUR SMARTPHONE OR PERSONAL COMPUTER, DO YOU OWN ANY OTHER CONNECTED DEVICES
(I.E. CONNECTED APPLIANCE, CONNECTED CAR OR CONNECTED HOME ALARM SYSTEM)?
GERMANY GLOBAL AVERAGE
Yes: 32% Yes: 31%
No: 68% No: 69%
AGES 55+
Yes: 17%
No: 83%
UNITED STATES UNITED KINGDOM
Yes: 30% Yes: 29%
No: 70% No: 71%
AGES 18 - 34 MALE
Yes: 45% Yes: 33%
No: 55% No: 67%
BRAZIL JAPAN
Yes: 49% Yes: 15%
No: 51% No: 85%
FEMALEAGES 35 - 54
Yes: 29%Yes: 30%
No: 71%No: 70%
DIGITAL & EMERGING TRENDS
31. 31 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT
Wherever you sit in your organization, you are aware of the growing importance of customer experience when it comes to increasing your brand’s competitive
edge. One of the greatest daily influences on the engagement experience comes from the quality of your customer service. Once considered a cost center, it now
needs to be viewed as and invested in for what it is – an engine that drives wallet share, brand loyalty, the future of your business. The Microsoft 2017 State of
Global Customer Service Report indicates that:
1. CUSTOMER SERVICE IS A KEY DRIVER OF CUSTOMER LOYALTY
Customer expectations are rising, and it’s critical for organizations to keep pace with those expectations in a way that’s innovative and provides a differentiated
experience. Our findings reveal that there is a direct correlation between delivering superior customer service and brand loyalty. In fact, 96% of respondents say
it’s important in their choice of and loyalty to a brand.
This presents an opportunity for brands across the globe. There are strategies you can embrace that will drive favorability ratings of your brand, such as asking
for customer feedback, engaging via social channels, and providing proactive and predictive support. Brands that deliver on heightened customer expectations
are rewarded with higher rates of customer retention and loyalty.
2. SELF-SERVICE IS GROWING RAPIDLY, BUT KNOWLEDGEABLE AGENTS ARE MORE IMPORTANT THAN EVER
Self-service options that enable customers to resolve issues on their own should be an essential part of your service strategy. Most customers begin their
service engagement online, and rely on agents when they can’t resolve issues on their own. They engage and receive service across multiple touchpoints,
such as email, chat, and social channels, but are embracing emerging channels, such as chatbots and connected devices, as well. As a result, emerging digital
trends can quickly become important considerations in your digital customer service strategy.
Though more and more customers are relying on self-service, customers still care deeply about agent support when they encounter problems too complex to solve
on their own. When a customer encounters a service issue that self-service can’t resolve, they continue to rely on live agents to deliver a knowledgeable, effective
solution. Providing an effortless experience with seamless transitions between self-service and the agent assisted experience will lead to more impactful customer
engagement and long-term customer loyalty.
3. GLOBAL CUSTOMERS OF ALL AGES ARE DRIVING THE DIGITAL EXPERIENCE
The digital revolution is here. It spans every region and every generation. Our global respondents are engaged across multiple channels. They are mobile, and they
embrace emerging technologies. That said, watch your millennial customers carefully. As early adopters and influencers, they will play a key role in your evolving
customer service strategy. Remember, your customers are in the driver’s seat, and it is incumbent on you to keep them engaged and satisfied.
TAKEAWAYS & CONCLUSIONS
31 2017 STATE OF GLOBAL CUSTOMER SERVICE REPORT