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British Online Adults Transacting More in 2009
13/10/2009
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...issue resolved, and 77% reported that the agent was not knowledgeable about the website or about their particular online problem.
"Over the past few years, companies have increasingly focused on the online customer experience as the impact of that experience on their business results has become apparent," said Rebecca Ward, CEO of Tealeaf. "The focus on the online customer experience accelerated in 2009 as the economy drove more transactions online and the web became an increasingly critical channel for organisations."
A recent Forrester Research, Inc. report, "Best Practices: Five Strategies For Customer Service Social Media Excellence," (August 2009) stated that "when companies blatantly ignore product or service issues, customers now can use the Internet as a medium to broadcast, very publicly, their frustration to millions. This has switched the balance of power from corporations to customers...The risk of corporate reputations being ruined by poor customer service interactions has greatly increased as consumers have gained the ability to share their opinions directly with each other.
As the web channel matures, we are focusing more on making sure that the experience our online visitors receive is equal to what they would expect on any other channel. As the Tealeaf survey shows, this is fundamental to protecting our brand identity and maintaining good customer relationships," said Alasdair Wright, Director of Online and Interactive Channels at BSkyB.
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