Two years ago we commissioned a survey to find out why Britain’s consumers leave suppliers. What we uncovered was a switching epidemic – with call centres 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 switching rates that were significantly higher (after all, the perceived wisdom is that switching is good for consumers). We also expected to see increasing levels of automated interaction, with a decline in the use of the phone to contact suppliers.
But what we found was very different.
Despite increasing encouragement to switch, consumers would rather stay loyal!
Our findings uncovered how important it is for suppliers 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.