Overview
Ever wish you had a magic mirror to tell you what customers expect so you can provide exceptional CX? Now you do. This new in-depth 73-page report from ContactBabel identifies the frontline issues that most impact customers today and provides insight into factors driving their decisions.
Based on a survey of 1,000 consumers, “Exceeding US Customer Expectations” is essential reading for CX leaders. The report puts the customer experience at the heart of the decision-making process, quantifying the effect of customers’ choices and opinions on performance and profitability.
Here are some of the key customer insights the survey reveals:
- 61% of survey respondents wanted issues solved the first time
- 54% said they prefer shorter wait times in call queues
- 31% desire a choice of which service channels they use
The report also offers actionable advice for CX leaders:
- Offer the right channel at the right time to the right customers
- Reduce customer effort while managing costs
- Support and empower agents so they can support customers
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