The newest report in our Customer Intelligence Series, Experience is everything: Here’s how to get it right analyses what it is customers really want when they interact with brands. The positive out of the survey is that when shoppers have a great customer experience they’ll buy more, be more loyal and share the news with friends.
All good things. At the same time, however, it found that a lot of customers are not happy with the experience currently provided by companies, particularly when they put their efforts into technology at the expense of human touch. It turns out that consumers want more human interaction, not less.
Here are six takeaways from the report that can help brands optimise the tech-human mix.
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