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Medallia-消费者参与调查报告(英文).pdf 30页

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A Medallia Study CUSTOMER ENGAGEMENT NOW Real Time is the Right Time 1 Customer Engagement Now Methodology Medallia commissioned a panel survey of 3,000 consumers from three countries —the U.S. (1,000), the U.K. (1,000), and Australia (1,000). The collected sample was matched to the census of each country on age and gender. 02 Customer Engagement Now Key Insights The connected Traditional forms of standard. Our study revealed three consumer expectations that are, or will soon, become the consumer collecting feedback new norm. are no longer effective The digital transformation has revolutionized the 1. REAL-TIME ENGAGEMENT ACROSS CHANNELS lives of consumers, who now use a variety of digital To ensure great experiences, brands need to engage Consumers no longer respond to long customer devices every day —from smartphones and virtual customers in meaningful real-time conversations surveys because they believe their feedback will not assistants, to messaging apps, connected TVs, and address customer problems the instant they be read or acted upon.

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