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Your customers are comparing you to the best customer experience they’ve ever had—every time
Customers say consumer-facing companies lead the way when it comes to customer support.
New technology that allows companies to build relationships directly with consumers has raised the stakes for everyone: Customers are comparing all companies to the best of the best. When we asked customers which industries provide the best customer service, Travel, Financial Services, and Retail ranked the highest. Companies in these industries are more likely to be among the leading innovators that have taken advantage of new digital tools to communicate directly with customers, simplify the purchasing experience, and leverage powerful data analytics to improve operations. Customers are also more likely to have interacted with companies in these industries recently. Retail, Travel, and Financial Services are among the top five industries when it comes to fielding the most requests from customers using Zendesk.
Customers love
Customers don’t love:
• Travel
• Government & Nonprofit
• Financial Services
• Media & Telecommunications
• Retail
• Healthcare
Top companies create a halo effect
Leading companies in consumer-facing industries have built their brands on customer service. Customers are comparing all companies to the very best.
Travel
Financial Services
Retail
Airbnb has created a new economy for the thousands of people who’ve opened and shared their homes, and by giving travelers new ways to travel.
LendingClub connects U.S. borrowers and investors through an online marketplace that offers ethical and easy ways to access credit.
One of the first direct-to-consumer subscription services, Dollar Shave Club offers affordable razors, sent straight to subscribers’ doorsteps.
The Zendesk Customer Experience Trends Report 2019
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