April 22, 2020
Photo by istock.com
Consumers value personalized customer service, attention from a brand and a great retail experience, according to Gladly’s 2020 Customer Expectations Report.
In fact, 84% of those polled will spend more with brands providing personalized customer service and 79% said personalized service is more important than personalized marketing, according to a press release.
Today’s shoppers also expect a seamless experience when moving from in-store to online to mobile.
“These are uncertain times for both consumers and brands,” said Gladly CEO Joseph Ansanelli in the release. “Now more than ever, radically personal customer service gives consumers what they want most — connection, speed, and confidence in their purchase. It’s at the heart of how brands and consumers develop lifelong relationships.”
Additional findings include:
● Customer service impacts the connection between consumer and brand. 64% of people feel more like a ticket number than a person when engaging with a customer service representative, and 51% will switch brands after one or two bad experiences.
● Digital customer service channels are on the rise for millennials. Usage of Twitter has increased by 16%, Facebook by 10%, and SMS by 4% since 2019.
● Today’s consumers value empowered problem solvers; 77% recommend a brand to friends and family if they provide a more personalized experience, and more than half would recommend the company on social media or review sites. On the other hand, 51% will switch brands after one or two bad experiences.
Topics: Loyalty Programs, Customer Experience, Consumer Behavior