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)

Big brands failing their multi-channel customers

Only 3% of the web sites examined offered a full multi-channel service comprising email, an online help section and web chat. Overall, retail was the best performing sector for multi-channel customer service with a score of 39%, followed by travel and leisure (36%) and utilities (33%). Local government scored only 29%, only just ahead of financial services providers at the bottom of the Online Customer Service Index with 28%.

Despite email being the preferred communication channel for many consumers, ahead of using the telephone, email service standards were worryingly low. Some 28% of organisations did not provide an email option and, of those that did, only 14% responded within 12 hours (and 47% failed to answer an email within four weeks of receiving it). More than one third (36%) delivered automated acknowledgements with expected response times, but one in four failed to meet their own deadlines.

A high proportion (87%) of the companies studied provided some level of online help but over one third (39%) were not searchable, making it hard for online visitors to find the right information.

The majority of companies (74%) also provided only one online customer service option (primarily email or an online help section). Only three call centres in the study offered live chat.

According to Matthew Haines, European managing director for nGenera, "It is shocking that, despite widespread awareness of consumer preferences for multi-channel communication, companies are continuing to ignore those demands. Meanwhile, call volumes continue to grow, agent frustration is at an all-time high and phone queues remain a major source of frustration for consumers."

The full survey report has been made available for download from nGenera's web site - click here (free registration required).

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)