Eye-opening stats that show positive customer experience starts with communication
Marketing leaders know that delivering a better customer experience (CX) is a competitive driver. Achieving high levels of engagement and positive sentiment across the entire customer journey starts with effective communication. Why? Because communication lies at the heart of every customer interaction.
The communication divide between
consumers + business1
81% said it’s often difficult to communicate with businesses.
More than 35% said they receive too many emails and irrelevant emails.
More than 40% were frustrated by phone menu options and wait times.
Only 34% understand or acknowledge communication challenges.
50% thought their email channel experience was ‘excellent’.
53% thought their phone channel experience was ‘excellent’.