PRIVACY
ACCOUNT
Welcome to Alumni Network
Since 2013, we have analyzed customer behavior and preferences globally to help companies improve their customer experience. Click here to see insights about industries and to access downloadable materials.
Texto 1.
Loyalty is 32% higher among consumers who thought it was easy to find contact channels compared to consumers who considered it difficult.
We have bigger and better insights for you soon. Visit this page again to learn more about Working From Home.
We have bigger and better insights for you soon. Visit this page again to learn more about Shopping Behavior.
As a result of economic challenges faced during the pandemic, successful brands will need to fight more for consumer loyalty.
Let's see why.
Download the White Paper
Download the White Paper
It is time to take customer interactions to a new level!
Download the White Paper
Consumers with a positive experience when interacting with customer service presented a higher loyalty intention.
Consumers with high satisfaction with their last customer service interaction were more receptive to proactive sales offers.
Download the White Paper
Download the White Paper
Download the White Paper
Download the White Paper
Professionalism
Effective Communication
Consistency of Information
Download the White Paper
Download the White Paper
First impressions matter for a good customer service experience.
Download the White Paper
Hotel
Online Food & Beverage
Airlines
The Hospitality industry has one of the highest FCRs, followed by Online Food & Beverage, then Airlines.
Download the White Paper
Select your industry
^Don't miss the opportunity to bring a "wow factor" to the first interaction!
Download the White Paper
Customers that thought it was easy to find a contact channel had a loyalty intention higher by
Download the White Paper
What might happen to customer service
channels in the future?
Let's check!
Download the White Paper
Download the White Paper
Download the White Paper
When using
channels, consumers are more willing to recommend the brand.
20pp
More advocacy compared to those using 2 channels
Download the White Paper
Choose one
Voice
Chat with a Live Agent
Mobile App
Email/Web Form
Download the White Paper
Live Chat
Mobile App
Social Media
Traditionalists
vs.
Gen Z
Download the White Paper
Download the White Paper
Choose one
Mobile App
Chat with a Live Agent
Instant Messaging
Download the White Paper
Virtual Assistant
Live Assistant
Download the White Paper
It's faster
Understanding Preference
I'm used to talking to someone
Download the White Paper
of consumers are willing to use virtual assistants
of consumers prefer to have human interaction
Download the White Paper
of the consumers globally are more mindful
about getting a good price/quality than before.
Understanding recent changes and their impact on consumers' shooping intentions
can help companies adapt to a new environment.
Let's see why
Choose one
16-20
years
Geração Z
21-39
years
Millennieals
40-55
years
Generation X
56-79
years
Baby Boomers
74+
years
Traditionalists
Not all sectors feel the impact the same way.
Professionalism
Effective Communication
Consistency of Information
Hotel/Lodging
Flight
Online Travel Package
Choose one.
China
Brazil
USA
Choose one.
China
UK
México
of consumers now say they are more mindful about a good price/quality relation.
of consumers try to choose brands with good costumer service.
A new paradigm for work has become mainstream.
Let’s see why
Let’s see why
of consumers working from home
prefer this model.
At the end of 2020,
of survey respondents globally stated they were working from home partially or mostly.
Choose one
Working from home mostly
Brazil
Colombia
México
China
Russia
Only
said they would like to go back to their
company's premises.
Consent required
