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New Normal or New Abnormal, consumer behaviour’s changing

Lots of interesting numbers this week, all from Infinity‘s Andy Vale who has just published a blog looking at inbound call volumes by sectors over recent months (the link’s in my comment below). Infinity do clever stuff tracking the source of inbound calls the way marketers have grown used to being able to do easily for digital responses.
Andy highlights the shifts in real-life response volumes across a number of sectors including automotive, property, home & garden retail and travel – not all of which are what we might expect.
Perhaps the most intriguing is Infinity’s data on the private healthcare sector which shows record call volumes and its biggest private healthcare client’s September volumes up 70% over the same time last year.
As ever, the devil and the underlying explanation is in the detail, but the raw stats alone again demonstrate that whether it’s a New Normal or an Ongoing Abnormal, shifts in customer behaviour continue to challenge organisations across business sectors (as well as that it’s always good to know where your consumer contacts are coming from).

PS Andy’s also recorded a podcast on this subject with Overdrive Digital‘s Jon Quinton

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