FEATURE : CUSTOMER EXPERIENCE after a poor customer experience : 33 % of Gen Z consumers switched brands last year , compared to just 25 % of baby boomers . But those younger consumers are even quicker to become brand ambassadors for companies that provide excellent customer service : 43 % – an increase of 13 % from 2021 – will recommend to their network , compared to less than 33 % of baby boomers .
• Strategic personalisation drives loyalty and revenue : Marketing deals are less important to consumers ( 16 %) than receiving a personalised experience for services when they need them on the channel they want ( 62 %). Organisations that get it right have the potential to unlock new revenue opportunities : more than 80 % of consumers say they would purchase additional items from companies that consistently personalise the customer service experience – an increase of 10 % from 2017 .
• Response time and issue resolution efficacy : More than 50 % of those surveyed ranked fast responses and having their issue solved during the first interaction as the most valuable elements of customer experience .
• Dropped calls and dead-end automation : In contrast , consumers reported dropped calls as the most frustrating thing that can happen while engaging with customer service , followed closely by the inability to reach a live agent from a chatbot or reaching a dead-end from a phone menu .
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