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)

Men will pay more than women for good service

Women have more pet peeves about call centres

The survey revealed different points of view across genders. For example, nearly 20% more men than women are open to paying extra to get the type of service they want. Within the US, the survey pool of 800 adults was split evenly between men and women, with only two people self-identifying as "other". The pool also covered six age ranges in four geographic regions (Northeast, South, Midwest, and West).

Following are some of the more noticeable gender distinctions mined from the US survey data:

• Men place more emphasis on good customer service and are willing to pay extra to get it. More men (35%) than women (25%) say they base their decision to buy from a business solely on its reputation for customer service. Significantly, they are also more willing to pay extra for better customer service - 55% versus only 36% of women. Fully twice as many men (18%) as women (9%) are willing to pay a surcharge up to 10% for better support.
• Men and women disagree on the most important thing in customer support interactions. There's no gender difference in what people most value when communicating with customer support centers - timeliness of response and a knowledgeable staff. But the data reveals that men place a nearly equal emphasis on timeliness (50%) and knowledgeable staff (49%) compared to women, who value knowledgeable staff (56%) more than timeliness (43%).
• Women have more pet peeves when requesting customer support through contact centers. There are two definite irritations that resonated with more than 40% of the men surveyed
  too many automated options (44%), and being put on hold for more than 5 minutes (40%). Women share the same two pet peeves, but have two additional ones: language/accent misunderstandings (43%), too many automated options (42%), having to repeat information to multiple customer service representatives (41%), and being on hold for more than 5 minutes (40%).
• Men are more likely to lose their temper and complain to a competitor. While only 11% of women say they "frequently" become so frustrated by customer support that they swear or cry, 20% of men in the survey admit to it. Men are also more likely to complain to a competitor (15%) after experiencing poor customer service, compared to only 5% of women.
• Men and women vary in their communication preferences. Connecting with customer support by phone is still considered the most effective method for getting answers by 63% of the overall US survey pool. However, 20% of men find searching the company website offers the most success, versus 13% of women. There are a number of other distinctions described below.
• When contacting customer support by phone, 62% of women compared to 54% of men say talking to a live agent is the most efficient approach.
• Of the seven communication options for customer support presented in the survey, the most disliked is social media, at 21%. A full 25% of the women who dislike it say it's because it's too easy to be misunderstood, compared to 15% of men.
• Fifteen percent of the people surveyed dislike using web chat to communicate with a business for customer support. What's interesting is that nearly twice as many men (30%) as women (16%) say the reason is that it's too easy to be misunderstood. However, the women who dislike web chat are significantly more likely to say that it's too slow (28%) compared to men (18%).
• Fourteen percent of the total survey pool dislike using video chat for resolving customer support issues, but the gender distinction is noticeable. A full three-quarters of women (75%) say it makes them uncomfortable, compared to 59% of men.
• Texting and messaging apps are becoming more acceptable as a communication method for customer support, although 13% in the survey still dislike it. One of the reasons the men dislike it is that they perceive it as too slow (21%), although only 5% of women feel that way.

"While the survey results shine a light on the differing mindsets men and women have about customer care, they're also indicative of a larger trend: an expectation for have-it-your-way service," said Janelle Dieken, senior vice president of product marketing at Genesys. "Fortunately, with sophisticated customer experience technology that leverages artificial intelligenceand predictive capabilities, organizations can provide the increasingly personalized experiences today's discerning consumers expect."

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)