New research by Qualtrics shows making sure the customer experience matches consumer expectations of the brand will be vital to retaining customers in 2022.
Over half the 1,000 respondents to the Qualtrics study (54%) in Australia and New Zealand said they had switched brands because the customer experience they received did not meet the brand promise. Qualtrics says this suggests that despite their best intentions, many organisations are failing to live their brand values in the experiences they deliver.
A lower product or service quality (88%) and dissatisfaction with customer service (68%) were also leading reasons people would stop purchasing from a brand - ahead of price increases (33%).
"Great customer experiences start with brand," says Qualtrics APJ senior manager for Customer, Brand & Design Experience, Lisa Khatri.
"Your brand is defined by everything the organisation does. It's embodied in the product in the customer journey, and it is delivered by happy employees who are enabled to provide superior services. Take a delivery company, for example - if the company fails to meet a delivery window it promises to meet, employees will have to address issues that arise proactively.
Their research demonstrates the clear link between customer experience and brand experience in influencing buying decisions across Australia and New Zealand. She says organisations that fail to live up to their promises and the expectations they create will be quickly found out, highlighting the importance of understanding, managing, and addressing consumers' expectations.
Experience key to trust and awareness
The importance of customer experience to brand is further demonstrated by the factors that increase brand trust in 2022, with the top care of customers. This was followed by maintaining reasonable pricing and taking care of employees. Not taking advantage of a crisis and going beyond recommended safety standards round out the top five.
The findings represent a slight change from the beginning of the pandemic in 2020, when taking care of employees and not taking advantage of a crisis were the top factors increasing brand trust. Taking care of customers was the third most popular reason.
Qualtrics says brands wanting to stay relevant in increasingly competitive marketplaces, product or service quality (83%), and customer service (74%) have twice the impact on consumers compared to marketing and advertising (34%) and responding to public events (30%).
"To align the brand and customer experience, organisations must first understand and articulate their purpose and how they will bring it to life, while ensuring they have the right systems and processes in place to deliver it," says Khatri.
"After this, it is about identifying the moments in the customer journey that have the biggest impact on their response - whether it's at the point of sale or the support received through the contact centre. Equipped with these insights, organisations can show up in the ways their customers expect when it matters most, ensuring their brand promise, purpose, and values guide every action they take."
Posted by Veronica Silva Cusi, news correspondent
About Qualtrics XM:
Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics.
Published: Monday, March 7, 2022
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
|4.)||Teckinfo Solutions Pvt. Ltd.|
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall