Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Loyalty increasingly comes from good customer service

Brands have new opportunities for relationship-building

The pandemic's disruption to the traditional stability of consumer loyalty has created new opportunities for companies to gain or lose loyal customers. For example, 57% of consumers agree that their loyalty has grown with companies that helped their customers during the pandemic.

However, the ensuing supply chain crisis is threatening brand loyalty, as 39% of consumers report being more likely to purchase from alternative companies than those they have traditionally been loyal to.

Resolving consumer needs on first contact is still the primary driver of consumer loyalty today. However, that will likely change as younger consumers, who develop loyalty based on a company's position on social issues, sustainability, and diversity, compel companies to rethink how customer service represents the organization beyond a support context alone.

Talkdesk Research shows 46% of Gen Z consumers stopped buying from a company in the past year due to the company's stance on social issues, compared to 35% of consumers overall. Some 53% percent of Gen Z respondents also say they started buying from a company specifically due to the company's diversity in customer service.

As customer service's influence grows in building loyalty, the contact center is taking on a new role in driving additional revenue through customer engagement. More than two thirds (67%) of organizations report that their contact center is transforming - or has already been transformed - into a profit center.

"This new year, consider a resolution to revisit how the contact center fits into your organization's consumer loyalty strategy. The role of the contact center has transcended beyond basic customer support to addressing broader questions of central importance to many," said David Gardner, vice president of research and insights, Talkdesk. "This means the role of agents will have to evolve to become a central part of customer loyalty and shift to performing more proactive and thoughtful engagement."

In this new context, the role of agents will be elevated to brand ambassadors who are able to deeply understand and proactively respond to consumer needs. By 2025, 98% of organizations plan to implement some level of proactive customer engagement in the contact center. Strong employee engagement and retention strategies and investments will be key to ensuring the success of these efforts.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)