Traditionally, consumers have been loyal only to a small number of companies that they know and trust. Their relationships with those companies could also be counted on to be stable. The pandemic has upended this stability by introducing new considerations for consumers when engaging with companies. These changes present both opportunities and risks for companies to gain or lose customers.
This research report, based on surveys of CX professionals and consumers, explores the changing dynamics of consumer loyalty and their implications on the role of customer service, the contact center, and agents.
In this report, you will learn:
- The primary determinants of consumer loyalty today.
- Emerging factors that are shaping consumer loyalty.
- Implications of these changes on the role of the contact center.
- The role of agents in driving consumer loyalty, and the strategies companies are taking to engage and retain talent.
