That’s most likely because the average UK adult will spend more than 246 hours in a lifetime on the phone to a call centre, and still not get what they need.
Traditional methods of customer service, including a heavy reliance on call centres, no longer meet the increasingly high expectations of today’s digital customers. With call centres failing, what can brands do to fix their own customer experience channels?
In this report, based on data from our customer expectations survey, you’ll learn more about what is driving consumers today, and see how giffgaff, Vodafone UK, Sony PlayStation Europe and Sephora are taking a Total Community approach to succeed in customer service.
Customers are frustrated at brands that are struggling to adapt to the digital revolution taking place. Learn how smart UK brands are winning with a more holistic approach to customer service.
A number of UK brands have seen success going beyond the customer service department, tapping into expertise from employees across business units, as well as other customers and stakeholders, to meet customer needs. Learn how they’ve done it in this report.
Brands looking to adopt a Total Community approach must overcome a number of internal organisational issues, such as an increase in digital investment, upskilling employees, and purchasing the right tools. Learn how you can identify measurable benefits to get buy-in for this approach.
Succeeding with Total Community requires a recalibration of customer service spend. But by deploying channels such as a peer-to-peer community and searchable FAQs, you satisfy customers, resulting in lower costs and greater revenue. Learn how you can win with Total Community in this report.
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