Report: Don't forgo human element for digital in customer service

New Accenture report shows more than half of Australian consumers surveyed have switched providers in the past year due to poor customer service

More than half of Australian consumers have switched providers in the past year due to poor customer service, a new Accenture report claims.

The 11th annual global Digital Disconnect in Customer Engagement report, which included responses from more than 1350 Australians, found 81 per cent of local consumers prefer dealing with human beings over digital channels to solve customer service issues. The report also found 55 per cent had switched provider in the past year due to poor customer service, with retailers, banks and Internet service providers the worst offenders.

According to Accenture, the estimated cost of these switching activities is $122 billion.

In addition, 48 per cent said they are willing to pay a higher price for goods and services if it ensures a better level of service. Eighty-one per cent also prefer dealing with human beings over digital channels to get advice.

Just over four in five Aussie consumers admitted they find it ‘frustrating’ or extremely frustrating’ dealing with a company that does not make it easy to do business with them, and 61 per cent will not go back once they have left a provider. Just over 40 per cent globally also said they will turn to social media to complain about poor customer experiences.

Accenture Strategy managing director for A/NZ, Luca Martini, said the problem was that there was too much reliance on digital technologies by organisations, which had led to ‘human-less’ customer services.

“Companies have lost sight of the importance of human interaction and often make it too difficult for consumers to get the right level of help and service that they need,” she said. “The beauty of the possibilities offered by today’s technology is that the human touch can be blended into the digital experience [and vice versa], allowing companies to deliver amazing customer service across all channels, while removing the usual pain points.”

The global report was based on a survey of 24,489 consumers globally.

Accenture offered up several key pieces of advice for those organisations based of the results. The first is to put the human and physical elements back into customer services and think about service in terms of experience, rather than methods of interaction.

Companies should also make it easy for customers to switch channels to get the experiences they need. Accenture also advised rooting out the most toxic customer experiences across channels to support their service investment strategies, while also guaranteeing personal data security.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Cannes Part 1: Why brands must put human interactions at the heart of their business

As a Media Juror at this year’s Cannes Lions, I was fortunate enough to attend the world’s most influential festival of creativity and listen to thought-leading marketers from around the globe.

Nickie Scriven

CEO, Zenith

4 creative skills that will be useful forever

In recent times, the clarion call from futurists, economists, marketers, educators and leaders the world over is one of slight panic, “The world is changing and you’re not ready for it!” And of course, they make a very good point.

Kieran Flanagan and Dan Gregory

Speakers, trainers, co-authors

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

An interesting update considering that today is the easiest way it has ever been to measure contribution to the business as well as the h...

Frederic

State of the CMO 2019: Tenure shortens, pressure is on as marketers strive to demonstrate impact

Read more

I thought this was what Salesforce Audience Studio (formerly Salesforce DMP) was supposed to do. How are a CDP and a DMP different? I'm c...

Tony Ahn

Salesforce announces customer data platform

Read more

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

Read more

Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

Read more

The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

Read more

Latest Podcast

More podcasts

Sign in