CX leaders say the most valuable attribute in a customer interaction is customer satisfaction. Customer satisfaction also tops the list of metrics that these leaders are tracking, follow by new customer acquisitions and customer retention. While an overall focus on customer satisfaction can only be seen as a positive, it might be causing leaders to focus on the wrong priorities.
In our survey, consumers said that first-contact resolution is the most important aspect of an interaction — but rank it phone number list ninth. A fast response was the second-most-valu attribute in an interaction according to consumers, and rank it fourth.
What CX leaders value in a customer service interaction and perceiv effectiveness
The Omnichannel and Personalization Gaps
If they were guarante personaliz experiences, just over half of consumers in our survey said they’d be willing to pay more, and 77% of consumers said they’d likely recommend a brand to a friend. Yet less than half (42%) of in our survey said the service experiences they offer are extremely personaliz.
Consumers are regularly interacting in multiple channels. And they place high value on being able to seamlessly switch between channels and have the context of the interaction move with them. In fact, in our survey, 97% of consumers said they believe this is important, alongside 86% of CX leaders.
But as mention earlier, there’s work to be done. Only 16% of survey say that their organizations have fully integrat technology and data across channels.
Internal issues cite by
CX leaders we survey that are inhibiting seamless customer journeys include silo departments with separate customer engagement solutions, competing departmental priorities, and a lack of consolidat or shar data.
This means that many companies still bahrain lists operate in silos, frustrating customers with disjoint interactions. It also means that consumers must sometimes provide the same
information multiple times when moving from one channel to another,
which roughly 20% of consumers survey say is frustrating.
The good news is that CX leaders are optimistic about the future of omnichannel,
with 72% of those survey believing that,
in the next three years, customers won’t need to repeat themselves. To achieve that,
CX leaders should invest in platforms that integrate data from all
customer touchpoints and ensure that context is pass along as customers move from channel to channel.