82% rated an immediate response as "important" or "very important" when they were
looking to buy from a company, speak with a salesperson, or ask a question about a
product or service.
That number rises to 90% when looking for customer service support.
Over half (59%) of buyers expect a response within 30 minutes when they want to learn
more about a business' product or service.
That number rises to 72% when they're looking for customer support and 75% when they
want to speak with a salesperson.
Nearly half (49%) reported sharing an experience they had with a company on social
media, good or bad.
Second, that customers are impatient.
They surveyed 1,000 consumers in the United States, United Kingdom, Australia, and
Singapore, and found the following numbers:
The digital world is changing rapidly. And customers are demanding faster, better, and more
fulfilling experiences with the companies they do business with.
Service Delivery
When products and services become viewed as a commodity, customer service often
becomes the differentiator. Most people expect good customer service -- that's the "price of
admission" today. Great service translates to a memorable experience -- one that promotes
continued loyalty. But exceptional service provides a true competitive edge.
Exceptional service requires data. And we're not talking about quantity…at last count, the
world is creating 2.5 quintillion bytes of data every day. Data abounds -- the key is how can
organizations harness it for customer insight and action.
While the term "dark data" may not be new, it is gaining prominence in many industries. Dark
data refers to data that organizations have generated and collected -- through a myriad of
different systems, devices, transactions, and interactions -- that is not effectively used. It may
represent the greatest untouched resource by companies today.
According to a global research study by TRUE Global Intelligence, it is estimated that 55% of
an organization's data is "dark" -- unquantified, untapped and unused. The reasons are many.
Much of the data may be unstructured. It may have missing or unrecognizable metadata. Or it
may be trapped in department silos across the organization.
DEMAND, DELIVERY, DISRUPTION | 6
