Customer communication trends for 2012
The consumer revolution is in full swing, and customers dictate not only the channels they use to communicate with brands but also the quality of service that will convince them to stay loyal, according to Mark Brown, managing director of contact centres and loyalty for Arvato UK
The company warns that, as brands continue to shift contact centre channels toward a more effective and relevant multichannel approach, rather than seeing this as simply serving customer demands, companies must also consider how best to use self-service options to benefit from cost efficiencies. Balancing the ongoing consumer power shift with an increasingly tight budget will be the key challenge for the near term. This article is copyright 2011 TheWiseMarketer.com).