Consumers responding to this survey reported that banks and financial institutions have the best customer service, followed by cellular providers, pharmacies, retailers and insurers.
Now more than a year into the pandemic, consumers worldwide have adjusted how they work, live and play.
Even though friends, family, a meal or a workout are just a tap in an app away, one in three individuals reports feeling more isolated than before. In the US this was even higher—42% of surveyed consumers have become less connected to others.
And, in a landscape where people are increasingly looking for easy resolutions to their issues through digital channels, almost 60% still prefer talking on the phone. For customer experience leaders, it's clear that human connections are crucial to customer success.
Finding that empathy is the most important factor in a customer experience challenges conventional wisdom that CX should ultimately provide effortless experiences.
It's now essential for customers to feel listened to, heard and understood—even if that means taking longer to resolve their issues. There are times when they call the service center just to have a conversation with someone.