2016 U.S. State of Customer Service
By Tricia Morris as written on community.dynamics.com
As customer service and the customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can about customer service expectations, perceptions, preferences and trends so that your organization can not only move forward, but move ahead when it comes to customer service and engagement.
Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. This year’s report also breaks out the data by age groups, revealing some fascinating insights into where customer service expectations and preferences are heading.