Understanding the Modern Consumer
2024 Survey Results Reveal the Current State of Customer Service
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The customer service landscape continues to evolve
Consumers are looking for the best service experience via the channel of their choice, so it is essential to improve and optimize all digital channels to meet younger generations' preferences. They want a streamlined experience with fewer transfers and disconnections. With consumers at the center of every business, organizations need to implement proactive communication measures to keep consumers informed and engaged.
Download TCN’s 2024 Consumer Survey results to discover how businesses can enhance customer experiences, build stronger relationships and foster brand loyalty in today's dynamic customer service landscape.
The bar for good customer service is rising
More than ever, this year's survey highlights the importance of providing top-notch customer service within contact centers when it comes to brand loyalty and referrals. With a significant 21% increase in customers being likely to abandon a brand after just one poor customer service experience, it's clear that the impact of negative interactions with companies continues to rise, perhaps meaning consumers have raised their standards or are becoming less tolerable.
Want to know more? Download the 2024 Consumer Survey results for more key insights for your contact center.
