The Consumer Conversation: The experience void between brands and their customers


    Consumers today are more powerful than ever before, engaging with brands across multiple channels where they want and how they want, and demanding greater relevance and positive experiences. But a gap exists between brand intentions and customer expectations.

    Despite investments into infrastructure and solutions to improve customer experience, research from Econsultancy shows that:

    • Only one in three consumers believes that their favourite companies understand them.
    • Of those consumers who switched consumer services in the last year, most did so for reasons companies should be able to predict and prevent.
    • Of nearly 50% of consumers with a significant service issue in the last 12 months, only 28% say that the company dealt with it very effectively.
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