Today’s consumers are quick to speak up when they are dissatisfied with a company’s customer service. Further, they appear increasingly inclined to switch brands if they don’t believe they’re getting a good experience. According to Accenture’s 2013 "Global Consumer Pulse Survey," 51 percent of U.S. consumers switched a service provider in the past year due to poor customer service experiences, up 5 percent from 2012. The Connected World Breeds Big Data
Our networked digital economy generates swarms of bits and bytes, and today’s advanced analytics give organizations the power to turn this data into meaningful real-time information about consumer desires and preferences. As a result, companies can take advantage of more customer insights to meet customer expectations. But, as reality and the rising consumer tendency to switch brands shows, many companies are either not making proper use of analytics or they’re not translating big data insights into actions that will make improvements for customers. Organizations are failing to put their customer knowledge to work to deliver a personalized level of service that anticipates, meets and ideally surpasses their customers’ expectations. What’s the Next Best Action?
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