This white paper is based on a research project called “how I like to communicate” which was a Voice of the Customer” micro study exercise undertaken in March of 2010 in support of a presentation for UC EXPO at Olympia in London. The project was run by the Customer Experience Foundation and BrainFoodExtra.
The exercise highlighted a number of consumer trends which are discussed here in brief but the full presentation (67 pages) is available on request – see contact details at the end.
This downloadable PDF concentrates on some of the key findings only and was prepared for some members of the Call Centre Association the UK’s largest body representing the Call Centre Industry:
It suggests that much of the hype surrounding the business opportunities in social media are not as they appear.
It indicates that the gap between customer preference and corporate expectation is wide.
It shows that Customers have complex communication needs and that trends change rapidly.
It concludes that finding the balance of which trends to follow requires constant customer engagement at a deeper level.
It found that Customer Partnerships rather than CRM or CEM are at the heart of customer’s expectation.
