One-third of US adults report having ever used social media to ask a customer service question.
Face-to-face communications ranks as easily the most important customer experience channel today.
American adults are most likely to rate companies’ customer service via phone (90%) and online chat (85%) as meeting or exceeding expectations.
This infographic illustrates the costs of neglecting social customer service.
Swearing Customers Infographic: This infographic by Marchex illustrates the industries that earn the foulest-mouthed customers.
Consumers (aged 18-65) around the world are most likely to identify an Ideal customer experience with companies’ fast responses to inquiries or complaints.
Publix enjoys the best customer experience rating of 293 companies measured.
Government offices and the telecommunications industry (telecom, TV, internet) have by far the worst customer service,
CMOs narrowly give the edge to excellent service over product quality when it comes to their customers’ top priorities in the next 12 months.
Mobile Millennials are more likely to expect brands to have a mobile-friendly website or app than they are to expect brands to have a social media presence.