The latest article on ‘The Forrester Blog’ is titled “Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need?”.

Kate Leggett says, “Consumers’ preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and  demographics. Our 2013 data about communication channels that customers use for customer service is available in my latest report. Here are some key data points:

  • Customers want companies to value their time. 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service”.

Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need?

The Forrester Blog

Sharing is caring