Some 82% of consumers have had a positive experience with a company recently, finds Verint in a survey of 18,038 respondents across 9 countries. Consumers were most likely to attribute a positive experience to the company dealing with their request quickly, while a sizable proportion also said that the company understood their issue and history.
That implies a level of desire for personalization in the customer interaction, though there appears to be some tension on this front. Indeed, when presented with pairs of statements and asked to choose the one they agree (presumably more) with, consumers responded as follows:
- 52% chose the statement “I like it when service is personalized to me and my interests” versus 48% who chose the statement “I am suspicious about how my data is used”; and
- 51% chose the statement “Customer service is an experience that should reflect me as a person” against 49% who chose the statement “Customer service is a transaction – it shouldn’t matter who I am”.
Read the rest at MarketingCharts.