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Despite Customer Experience Measurement processes, Net Promoter Scores, and Customer Satisfaction Surveys, there are several customer service and experience needs that remain unsaid. Visit http://www.onioninsights.com/ to know more.
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Despite Customer Experience Measurement processes, Net Promoter Scores, and Customer Satisfaction Surveys, there are several customer service and experience needs that remain unsaid. Here are some of them: • We are people, not ‘data’: The primary premise of marketing and service automation is to club customers in generic brackets and broad strokes of data. However, every customer is different and brings an entirely different set of expectations. • We demand responsiveness and a sense of urgency: Even if you don’t have the answers, a quick response to set a timeline and acknowledge the communication is more important now than it has ever been before.
We expect you to anticipate our questions: Most digital natives believe in finding answers on their own rather than make that call or send that email or tweet. They expect brands to use digital media to make resources like purchase guides, terms and conditions and more. • We switch brands quite easily: Born and raised in times of more choice, in brands as well as in life, millennials switch brands more easily than previous generations. Proactively listening to consumers and drawing big picture inferences from relatively small insights has never been more important for brands, or even more convenient. From social listening to generational studies, from mystery shopping to real time feedback tools, the options are yours for the taking.
