Mexican consumers want great brands and exceptional customer service - Teleperformance - ContactCenterWorld.com Blog
Mexico is a vibrant country with the second largest population and economy in all of Latin America. There are an increasing number of middle class consumers who earn more than $50,000 per year. They are anxious to flex their wallets. However, this increasingly sophisticated market does not want to spend their money with just any brand. They are looking for exceptional, quality brands. But they also want exceptional customer service.
According to recent research from the Teleperformance Customer Experience Lab’s (CX Lab) research from 2015, Mexican consumers are great advocates and very loyal to their brands. Thirty seven percent of Mexican consumers are promoters, compared to 23 percent globally and sixty-three percent say that they will stay with their brands over the coming year. But customer service is an important part of what makes Mexican consumers loyal and brand advocates.
In fact, a positive customer service experience can have a dramatic, positive impact on satisfaction and loyalty levels, while a negative experience brings those levels down. Ensuring that Mexican customers have the right omnichannel experience to contact your business can make a difference. While voice is the most preferred channel in the Mexican market, nearly half of consumers use at least one other channel to contact customer service. This is particularly important because customers have higher satisfaction rates on digital channels than they do on voice.
To learn more about how you can develop the right omnichannel strategy in Mexico, check out the new White Paper from the CX Lab.
Publish Date: August 25, 2016 5:00 AM
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