Thursday, 19 April 2012 14:24
Furthermore, 37 percent of 25-34 year olds would prefer to communicate with a supplier via electronic means, new research finds.
35 percent of UK adults stopped using a business within the last year due to poor levels of customer service, according to new research. The study furthermore indicates the growing need for organizations to focus on initiatives that improve customer responsiveness and technologies that deliver optimal customer experiences.
The survey, undertaken for Kofax plc by leading UK market research company YouGov, questioned over 2,000 consumers on how they interact with businesses such as banks, insurers and retailers.
In addition to discovering that customer loyalty could be becoming increasingly fickle, the results show that consumers have strong preferences about the means of communication. More than a third (37 percent) of 25-34 year olds would prefer to communicate with a supplier via electronic means using smartphones than through more traditional telephone or face-to-face interactions.
Martyn Christian, Chief Marketing Officer at Kofax: "Businesses exist in a rapidly changing, ‘anything, anytime, anywhere’ world, where the voice of the customer is increasingly influential. The evidence shows that customers have no qualms about taking their business elsewhere if a company doesn’t meet their quality of service expectations, or offer access across an increasingly wide range of communication channels.
"Transactions now exist in many forms that enter the business through many channels, but which all require the same high quality, integrated processing. Business processes should start at the point where interactions occur — at the point of origination — and operate seamlessly across the business."
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