A Genesys global consumer survey reveals that 38% of consumers say that customer service has the biggest impact on their loyalty to the company. Other findings include:
- 75% say they would do business with a company based on a great call center experience–15% would do so even if prices were higher
- 50% say the last time they stopped doing business with a company was at least partially because of poor customer service—and 40% of the time it was solely due to a poor call center experience
Consumers really want cross-sell offers!
The study also finds that 84% of consumers want to hear about your other products and services that can benefit them – but only when you first resolve their queries.
Often the contact center is the first (and sometimes the only) human interaction consumers have with your company. This study emphases the importance of the contact center experience and the direct impact it has on your company’s consumer loyalty and growth.