Understand and Deliver on Customer Expectations, or Face the Risk of Customers Silently Slipping Away... With Little Ability to Win Them Back.

Companies need to create a seamless customer experience across channels. Predictive/prescriptive and cross-channel analytic abilities are the tools that are now available to architect the ideal experience. This will prove especially valuable in tracking reasons for churn as Canadians are known to be “silent switchers”.

80% of customers who switched providers could

have been retained; customer service was cited as a top retention driver.

Canadians are less likely to put up a fight, but they are less forgiving and harder to win back once they’re gone.

Only 17% of Canadians posted a negative comment online after having a bad

experience.

68% will not go back once they have left a provider.

How leaders of customer facing channels succeed:

Make it easy for customers to fluidly move from digital to human interactions to get the experiences they want.

77% of Canadians expect customer service

and support to be easier/more convenient

to obtain.

81% of customers arefrustrated by companiespromising one thing but

delivering another.

65% want multiple channel access

(on-/offline) to service.

53% expect more live or in-person

options for obtaining service and support.

Up to 47% of customers have higher expectations towards

human interactions vs. digital.

Human interaction is a vital component of customer satisfaction, even in the “digital age” and Canadians have high expectations when they speak to company representatives.

56% of Canadians expectcustomer service and

sales/support reps to be moreknowledgeable/better trained.

49% have switched providerin the past year due to poorcustomer service, with retail,telecommunication providers,

and banks being the worstoffenders.

Crack the code of data exchange based on trust and value.

Canadian consumers are willing to provide personal data in exchange for a better experience as long as companies are transparent and provide safeguards for data use.

Expect every piece of information they provide will be used for a specific

purpose that they are made aware of

beforehand.

Are willing to provide personal data if they can be guaranteed there are safeguards in place to

protect it.

Upskill and empower employees to personalize the experience and better resolve the customer’s issue on the first attempt.

View the full report and global findings at:

accenture.com/GlobalConsumerPulseResearch

Source: Accenture Global Consumer Pulse Research, 2015. © 2016 Accenture All rights reserved

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