Understanding the Moments That Matter for your customers

Matt McGillicuddy

By Matt McGillicuddy
10 Nov 2022


1 min read

Contents

It’s often said that time is money. But what if it wasn’t the time you spend on phone calls that impacted your bottom-line, but the specific moments that make-or-break the customer experience? Poor customer experiences can be damaging for both your revenue and your reputation. And we’ve got the data to prove it.

We’ve surveyed 2,000 consumers across the UK to understand the impact of negative call experiences on consumer behaviour and what this means for brands.

Over the past two years, organisations across all industries have had to adapt customer experience strategy to the new ways of working and living. Every market is now a fast-changing and demanding environment, and consumers expect more than ever from their interactions with brands – regardless of where they take place.

We wanted to understand what those make-or-break moments are for customers on calls. According to our survey, a whopping 84% of customers would be less likely to return to a brand after a poor customer call experience. And yet, almost half of the people we spoke to say that they’ve been on the receiving end of a poor call experience in the last 6 months.

It’s undeniable that providing excellent customer experiences is more important than ever — yet it has never been more challenging as companies face a perfect storm of increasing call volumes, talent shortages, and rising customer expectations. In a period of continued uncertainty, consumers will actively seek out customer call centres for the reassurance only the human touch can provide.

You work hard on building your pipeline, don’t let bad experiences impact your conversion rates and drive up your CPA. Every moment matters and now is the time for businesses to focus on providing frictionless experiences that builds trust and retains customers.

Ready to discover the Moments That Matter? Download our whitepaper to access all the insights and start making improvements today.

MicrosoftTeams-image-Nov-09-2022-11-56-58-6907-AM

 

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

Related posts

Categories:  All Digital Marketing Interviews Marketing News PPC

Article thumbnail: What Is call CRO? A marketer's guide to optimising phone conversions

1 Oct 2025 in 

What Is call CRO? A marketer's guide to optimising phone conversions

Read more

Article thumbnail: From click to call to conversion: Fixing the leaks in your sales funnel

24 Sep 2025 in 

From click to call to conversion: Fixing the leaks in your sales funnel

Read more

Article thumbnail: Driving Car Sales with AI: The smarter way to connect clicks to keys

17 Sep 2025 in 

Driving Car Sales with AI: The smarter way to connect clicks to keys

Read more

Article thumbnail: Call CRO: The untapped lever to lower CPL and boost ROAS

12 Sep 2025 in 

Call CRO: The untapped lever to lower CPL and boost ROAS

Read more

Article thumbnail: Conversion rate optimisation for phone leads: A practical guide for marketers

5 Sep 2025 in 

Conversion rate optimisation for phone leads: A practical guide for marketers

Read more

Article thumbnail: Improve phone lead conversion without listening to hours of calls

27 Aug 2025 in 

Improve phone lead conversion without listening to hours of calls

Read more

Article thumbnail: AI conversion rate optimisation: How it works and why it matters

12 Aug 2025 in 

AI conversion rate optimisation: How it works and why it matters

Read more

Article thumbnail: Call tracking features and benefits

30 Jul 2025 in 

Call tracking features and benefits

Read more

Article thumbnail: Top tips for campaign planning: From strategy to success

23 Jul 2025 in 

Top tips for campaign planning: From strategy to success

Read more

0333 0600 118