Experience is everything. Here’s how to get it right, according to PWC research. Its team dived deeply into customer experience development. Consider this information in the context of developing services and support for animal owners and animal health stakeholders.
Today, 64% of U.S. consumers and 59% of all consumers feel companies have lost touch with the human element of customer experience.
Even as technology improves and automation becomes more prevalent, most American consumers still prefer human interaction. People engage with apps, self-service checkouts, websites and the like. But the second something goes wrong, they want to talk to a person, stat.
Source: pwc.com. Link. What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And one big connector: human touch. . . that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.
INSIGHTS: There’s a mismatch between customer expectations and how employees deliver, says PWC.
- 46 percent of all consumers will abandon a brand if the employees are not knowledgeable.
- Only 38 percent of U.S. consumers say the employees they interact with understand their needs. Forty six percent of consumers outside the U.S. say the same.