Key Revelation #1
Customer Communications Directly Impact Churn
of customers say communications are somewhat or very important to the overall customer experience.
of customers would be likely to switch from a company if their communications did not meet expectations.
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Key Revelation #2
Today’s Customers Demand Streamlined Forms Processes
of customers would end an interaction with a company if the way they collect information (such as completing a form) is too difficult.
of customers prefer web forms over fillable PDFs and paper.
When it comes to providing personal data, 43% would prefer to submit data directly online.
Key Revelation #3
Millennials Have the Lowest Tolerance for Poor Experiences
LIKELY TO SWITCH AWAY FROM A COMPANY IF COMMUNICATIONS DON’T MEET EXPECTATIONS
LIKELY TO END AN INTERACTION WITH A COMPANY IF THE WAY THEY COLLECT INFORMATION IS TOO DIFFICULT
Key Revelation #4
Businesses Think They’re Doing Better Than They Are
of businesses think their customer communications are getting better
of customers agree
However, 33% of customers feel their options for interacting with these companies are increasing.
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