New research from NewVoiceMedia,
a leading global provider of cloud contact center and inside sales
technology, reveals that U.S. companies are losing $75 billion a year
due to poor customer experiences, a $13 billion increase from 2016.
The U.S. has progressed as a nation of "serial switchers" - consumers
quick to abandon one company for another - with the number of
respondents leaving a business due to inadequate customer experiences
increasing by 37 percent since NVM's 2016 study.
The survey, based on independent research among 2,002 adults from the
United States¹, found that top reasons for leaving included: feeling
unappreciated (40 percent), not being able to speak to a person (33
percent), being passed around to multiple agents (30 percent) and being
put on hold for too long (28 percent). 17 percent had such low
expectations of the customer experience that they didn't even bother
contacting support about their service issue before switching companies.
An overwhelming majority - 86 percent - of respondents said that if they
felt they'd made a positive emotional connection with a customer service
agent, they'd be more likely to do business with that company again.
However, on average, consumers felt emotional connections with just 30
percent of companies they'd done business with over the last year.
Calling out the contact centers
Nearly half of respondents (48 percent) indicated calling as their
preferred method of communication with a business and 56 percent
considered calls to be the quickest way of resolving an issue. However,
consumers flagged having to repeat information to multiple agents as the
top reason (43 percent) they dislike calling companies.
Consequently, only 27 percent suggested calls were the most effective
way of resolving an issue. Social media (21 percent) and email (11
percent) were other channels touted as "effective" in settling customer
How customers respond
Faced with poor customer service, 39 percent would never use the
offending company again, 37 percent would change suppliers, 36 percent
would write a complaint email/letter, 28 percent would post an online
review an 26 percent would complain publicly via social media. Only 7
percent would take no action.
On the contrary, if provided with good service, respondents would be
more loyal (66 percent), recommend the company to others (65 percent),
spend more money (48 percent) and use the business more frequently (39
In an era of empowered and ultra-connected consumers, being able to
contact a company through any channel was rated as the top driver of
feeling emotionally connected to a brand (43 percent). This supports
research from the Aberdeen (News - Alert) Group, which found that companies that excel
in engaging customers across channels can retain nearly three times as
much business as those without an omni-channel strategy².
"With revenue being transferred between companies at an alarming rate,
this research shows how those that compete on the basis of customer
delight can drive the acquisition, retention and efficiency that make
leading businesses successful," comments Dennis Fois, CEO of
NewVoiceMedia (News - Alert).
"In today's Age of the Customer, personal, emotive customer interactions
play a critical role in bridging the gap for what disruption and digital
innovation alone cannot solve. For brands to compete - and win - in CX
in 2018 and beyond, service leaders must ensure their teams optimize
processes and communication in ways that create positive emotional
experiences for customers."
Martin Hill-Wilson, customer engagement strategist and founder of
Brainfood, said, "Emotive customer experience recognizes that our
decisions are driven by deep seated motivations: the things that really
matter to us in terms of identity and personal fulfilment. Tap into
these, and customers become more valuable in every respect: from
advocacy to lifetime spend."
For further information, download the research whitepaper at www.newvoicemedia.com.
¹Survey undertaken by independent research company Opinion Matters from
Jan. 31 to Feb. 6, 2018, with a sample size of 2,002 adults from the
Customer Care, Aberdeen Group
- ENDS -
is a leading global provider of cloud contact center and inside sales
technology that enables businesses to create exceptional, emotive
customer experiences to serve better and sell more.
Its award-winning platform joins up all communications channels without
expensive, disruptive hardware changes and plugs straight into your CRM
for full access to hard-won data. With a true cloud environment and
proven 99.999% platform availability, NewVoiceMedia ensures complete
flexibility, scalability, and reliability.
NewVoiceMedia's 700+ customers include Canadian Cancer Society, Ebury,
FCR Media, FlixBus, JustGiving, Kingston University, Lumesse, Paysafe
and Vax. For more information, visit www.newvoicemedia.com
or follow NewVoiceMedia on Twitter (News - Alert) @NewVoiceMedia.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180517005043/en/
[ Back To SIP Trunking Home's Homepage ]