Human interaction remains a vital component of customer satisfaction, even in the “digital age.” 83% of world’s consumers prefer dealing with human beings over digital channels to solve customer service issues and get advice (77%). Almost half (45%) of consumers say they are even willing to pay a higher price for goods and services if it ensures a better level of service.
Physical and in-store experiences are also highly valued amongst consumers. 65% agree that in-store services are the best channels for getting a tailored experience, and 46% say they are more willing to be sold new or upgraded products when receiving a face-to-face service compared to online.
Organizations that want to rebalance their digital and traditional customer service channels should look to:
Rethink your investment strategy. The focus should be on delivering satisfying customer experiences – not methods of interaction. Ensure your channel management approach delivers integrated experiences.
Build customer service channels that enable consumers to fluidly move from digital to human interaction to get the outcomes they desire.
Define and address the most toxic customer experience across all channels. These experiences can directly impact profitability. Identify the experiences that have the greatest potential downside and leverage those insights to guide an investment strategy.
92% of consumers say it is extremely important that companies protect the privacy of their personal information. By not selling or sharing customer data with other companies, and guaranteeing that safeguards are in place to protect it, consumers will be more willing to hand over personal information which can be leveraged to deliver better experiences.
Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
Read moreis the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.
Awesome post! Keep up the great work! 🙂