OnBrand Group

Delivering OnBrand Shopper Experiences

Understand your influence on customer behaviour

Following my last email, I wanted to share some results from our first academic study on customer satisfaction, frustration and behaviour.

50% of customers still prefer to use the phone
91% of customers use the phone if their enquiry becomes complex or emotional
88% of callers rate first time resolution as 'extremely important'

These numbers are far too big to be incidental, so they can’t be ignored.

Ask yourself how highly your customers value the pre-agent experience you offer, and then ask yourself if your telephony is as good as it can be?

We're specialists in enhancing customer experiences on the phone and we'd very much like to tell you how we can drive operational savings and improve your customers’ journey.

From our detailed research, we developed the 'Pre-agent Index' that ranks telephone experiences of over 250 brands, focusing on their Language, Structure, Voice, Quality and Brand Experience.

We can assess your brand experience and compare your score against the index, helping you improve your business today.

If you’d rather discuss your telephony options on the phone, you can reach me on 03333 220022 where I’ll always be happy to advise you.

All the best,

The OnBrand Group

DELIVERING ONBRAND SHOPPER EXPERIENCES


	03333 220022

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