2015 Consumers Customers Mobile Customer Service 
Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).
Tricia Morris
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.
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Eptica
JUNE 3, 2016
Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.
CSM Magazine
DECEMBER 2, 2015
billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …
Brad Cleveland Blog
DECEMBER 29, 2015
Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …
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