The age of customer experience is upon us. It’s never been easier to get in touch with your favorite brands and comprehensive customer service is never more than a click, a tweet, a status, a text, or a call away. At least, this is what consumers have been told about the dawn of omnichannel interaction. Is it the reality though?
New data from the Northridge Group says otherwise.
The report, “State of Customer Service Experience 2016,” is an exploration into the experience of customers attempting to resolve issues....