Two years ago, we commissioned a survey to find out why US consumers leave providers. What we uncovered was a switching epidemic – with call centers playing a pivotal role in whether consumers stay loyal or decide to switch.
This year, we repeated the exercise to see what’s changed. We expected to see that churn rates were significantly higher. We also anticipated seeing increased levels of automated interaction, with a decline in the use of the phone to contact providers.
But what we found was very different.
Despite encouragement to switch, consumers would rather stay loyal!
Our findings uncovered how important it is for providers to:
- Understand emotion and empathy
- Have empowered, intelligent ‘super-agents’
- Run effective automatic self-service channels
In order to keep happy and loyal customers.
Download the report to find out why.