What the Data Says About the “New Customer”
Between the pandemic, the “Great Resignation,” and rising unpredictability in supply chains and customer demand, almost every aspect of running a contact center has been affected by the events of the past two years.
But the same can be said for customers. As the world has changed, the expectations of the modern consumer have, too. Brands who can offer frictionless experiences like 24/7 service and easy order management are succeeding, while those who are forced keep customers waiting or searching for answers on their own have seen downturns in customer satisfaction and loyalty.
There isn’t a contact center leader left who isn’t acutely aware of these changes. But in order to create a customer service strategy built for the modern age, contact center leaders must first gain an accurate understanding of the “new” consumer.
Here are 11 stats that reveal what matters most to the modern customer, and what happens when those needs aren’t met.
$75 billion are lost by businesses annually due to poor customer service.
At least 72% of customers are likely to share their positive experiences with six other customers.
Nearly 80% of American consumers point to speed, convenience, knowledgeable help and friendly service as the most important elements of a positive customer experience.
61% of customers would leave for a competitor after just one negative experience.
86% of buyers say they’re willing to pay more for a great customer experience.
63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing.
72% of customers say that explaining their problems to multiple people is poor customer service.
70% of buying experiences are based on how the customer feels they are being treated.
Nearly three out of five consumers report that good customer service is key for them to feel loyalty toward a brand.
⚖️ 80% of customers say the experience a company provides is just as important as its products or services.
59% of customers believe that companies need to provide cutting-edge digital experiences to keep their business.
BONUS: AI will increase contact center productivity by 35% in the US alone by 2040.
Solutions like Replicant’s Contact Center Automation represent the next generation of customer service. Replicant takes a hybrid approach to contact center operations by using conversational AI to team up with agents and fully automate repetitive, tier-1 requests.
This means when a customer has a simple question, they get fast resolution at any time of day, over any channel. When they have a complex question, they’re connected to an engaged live agent quickly, and aren’t deflected or met with a representative who is stressed from non-stop inbound requests.
Learn more about how Contact Center Automation is helping customers and contact centers adapt to the new normal.