Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.
Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.
Using the analysis and synthesis of social data to enhance and complement our primary research. We live in a digital world where mobile technology allows us to spend more and more time on social media.
As the lines between media, advertising and technology blur, marketers, content creators and consumers are changing. “The people born in 1990s are now buying cars!”
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.
