Airlines Consumers Customer Expectations Multi-Channel 
CSM Magazine
SEPTEMBER 24, 2019
Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Only 20% successfully answered a basic question sent via email, despite 49% of consumers identifying it as their primary or secondary channel for finding information.
Win the Customer
NOVEMBER 14, 2016
How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses? These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media.
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OpinionLab
JUNE 17, 2016
The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.
Eptica
JANUARY 24, 2018
High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand.
Bold360
OCTOBER 20, 2016
But in a world where 71% of online consumers have ended their relationship with a company due to poor customer service, it’s just as vital as offline, if not more so. But customers still want to feel appreciated and remembered. Imagine you purchase airline tickets for you and your spouse online.
Kustomer
NOVEMBER 25, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.
Kustomer
MARCH 12, 2020
The original concept of delighting customers stemmed from the theory it would create more loyalty and increase the amount of money a consumer would spend. Dixon’s research concluded that the “customers whose expectations [were] exceeded, are actually no more loyal than those whose expectations [were] simply met.
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