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Consumer Empowerment: A Key Driver of Satisfaction

Consumer Empowerment: A Key Driver of Satisfaction

Typical consumers are fairly comfortable with the digital world we live in today. These savvy web-surfers confidently search online for products and services; conduct research on the performance and reputation of providers; compare the features and pricing of similar solutions; and execute on their decisions when they are ready. If interacting with a customer service professional or “robot” is required before consumers can proceed, it can certainly dampen customer satisfaction levels, negatively impact sales and reflect poorly on the company’s brand.

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