Today’s Digital Consumer - Consumer Expectations and Behaviors with Customer Service

Understanding what customers want and expect is vital for businesses trying to succeed in today’s quickly-changing digital world. Providing exceptional customer service has never been more important, as consumers have more options than ever before. With more and more businesses digitally transforming their businesses, it’s important to identify the role of customer service as part of this digital transformation.

In order to better understand what drives consumer loyalty, what consumers expect from the organizations they do business with, and how to best meet changing customer needs, Five9 surveyed thousands of consumers and business decision makers for its inaugural Customer Service Index, focusing on Consumer Expectations and Behaviors with Customer Service. The survey is intended to help business gauge just how well they’re are doing, what consumers are really looking for, where there are gaps between expectations and reality, and how businesses can better meet customers’ needs.

Some of the findings were expected, while others were surprising. One thing is clear - the research validates the correlation between customer satisfaction and customer loyalty, which leads to higher customer retention and the ultimate customer experience.

Survey participants were asked to rate their preferences in the following areas:

• The type of communication they prefer when getting support
• Customer loyalty and the potential to switch providers in different sectors
• Customer Service and the impact that has on a continuing business relationship
• Perceptions of Product and Service Quality and willingness to do business

To discuss the key survey findings and the implications for businesses, I’ll be joining Niki Hall, Five9’s Vice President, Corporate Marketing, in a webinar on Thursday, April 26^th at 11:00 am PT (2:00 ET). We’ll be covering a range of topics, including:

• The relationship between customer service experiences and likelihood to do business with a company
• The role of voice in today’s digital age
• Which channels are preferred by various age groups, and where social media fits into the mix
• The role of monitoring customer satisfaction
• Top influencers on deciding to do business with a company

We’ll also talk about the role of customer loyalty for various types of businesses, how companies can improve their customer service practices by utilizing industry best practices to maintain customer loyalty, how to improve speed of service, and what tools can help improve the overall customer experience.

In the new era of customer experience, a good customer experience can lead to long-term loyalty, while a bad customer service can have a detrimental impact with far-reaching consequences. Companies must consider all elements that create a great customer experience, including traditional contact center tools, as well as some newer technologies.

I hope you’ll join us on the 26^th to learn more about customer expectations, customer loyalty, and how your organization can best succeed in the Customer Experience Era.

You can register for the webinar here.