Understanding the Moments That Matter for your customers

10 Nov 2022 in


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.

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Matt McGillicuddy

Matt McGillicuddy

Matt is Head of Brand at Infinity. He has extensive experience helping B2B and B2C brands enhance and manage their reputations, nail their positioning, and launch hard-hitting campaigns through data-driven decision-making.

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