When people talk to people, it’s simple: a short text, a quick chat or even a few emojis get the point across. But when businesses talk to people, the experience can get complicated.
A new report from CCA Annual Gold Partners Twilio, shares consumer views on what they think of their experiences in dealing with businesses.
The rapid evolution of consumer lifestyle trends and technology have transformed the way businesses are expected to communicate. Consumers now want to communicate with businesses with the same ease as they do with friends and family. Millennials prefer to communicate in ways that didn't exist just five years ago. And this latest research shows that the communication divide between UK businesses and consumers is real.
Nearly 7 out of 10 businesses think they’re communicating with their customers effectively, while only 2 out of 10 customers agree. When it comes to connecting with customers, the majority of businesses are missing the mark.
On the other hand, effective customer communications are felt beyond the individual.
Almost 7 out of 10 UK consumers would recommend a brand to a friend after a good communication experience, demonstrating how effective customer communications are essential for marketing and sales growth.
CCA members can get free access to the full report below.