So, we’re agreed…?
This week’s statistic is remarkable just because it’s shouldn’t be a surprise. For once it shows that brands and customers are thinking the same way about service and #customerexperience.
According to ContactBabel‘s typically detailed ‘The UK Customer Experience Decision-Makers’ Guide 2020-21’ report, not only do 53% of B2C organisations’ decision makers rank First Time Resolution as the most important of 8 factors for customers contacting them, but so do 57% of those customers too. In a world of excessive “inside out” thinking about customer service and a lack of attention to what customers actually want, this congruence is refreshing.
But it’s only a start.
Customer queries get more complex and their contact channels more varied all the time. To be able to understand and solve challenging questions – and better still, anticipate and negate them – needs a rare combination of data, insight, technology and old-fashioned empathy.
If you would like to talk through how to meet that challenge, just get in touch.
(and if you’d like to read the full report, it’s available from Steve Morrell of ContactBabel or its sponsor Enghouse Interactive)
