Consumers expect more and are willing to buy more from companies that deliver exceptional customer experiences
Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth.
With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.
Here, we look at what perceptions and expectations consumers have for omnichannel service. Download the report to explore:
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