Companies aren't listening to their customers, with the majority of bosses focused on digital communication rather than the preferred option of old school customer service, according to a new report. Michael Stelzer, Verint's vice-president for Australia and New Zealand, said companies should not be complacent in their customer investment priorities. Almost three-quarters of customers surveyed said they do not like dealing with companies that fail to provide a phone number. Companies need to strike a balance between personal service and digital channels when investing in their customers, he said. BUSINESSES DISCONNECTED FROM THEIR CUSTOMERS* Customers want a human element in their service* Those who receive traditional customer service are more positive towards the brand* Complexity of the customer request heavily influences whether they choose a digital or traditional channel* Companies aware of the importance of the human touch, yet most bosses planning to implement more digital service options* Younger customers driving demand for digital channels* Successful digital customer service needs to provide a meaningful human experience

Source: Otago Daily Times November 11, 2016 06:38 UTC