Our Customer Experience Resolutions for 2016


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Most everyone makes some sort of New Year’s resolution and bloggers and brands are no exception. So far be it for Aspect to be left out of the conversation.

So what do we resolve for 2016? Here are a few of our resolutions for the New Year:

We resolve to help make brands cool in the eyes of their customers again. 60% of consumers have a more favorable view of the brand if their self-service offering is mobile-responsive. We plan on doing a lot of this for our customers so their customers will dig the customer experience again.

We resolve to help customers stop calling the companies they do business with. 64% of consumers with texting capabilities would prefer to use texting over voice for customer service. Using solutions like Interactive Text Response, we are going to help consumers scratch that itch by making it easier and more engaging for them to interact with the companies they do business with on the channel the overwhelmingly prefer.

We resolve to help companies get their billions back. According to NewVoiceMedia an estimated $41 billion is lost by U.S. companies alone each year due to poor customer service. By helping our customers create experiences that not only help customers get questions answered and issues resolved in the easiest and most engaging way possible, we will do it in a way that saves them money in the process.

We resolve to raise consumers’ self-esteem. 65% of consumers say that they feel good about themselves (and the company they are doing business with) when they solve a problem without having to talk to customer service. Who doesn’t want to make their customers feel good about themselves? We resolve to try. Very hard.

We resolve to help our customers keep their customers. 72 percent of consumers stopped business with a company because of a bad customer service experience. In 2016 we’re going to change that by improving the agent experience and integrating all customer touch points which will lead to more productive and efficient agents and as a result, happier customers.

We resolve to help consumers clean fewer toilets. In the Aspect Consumer Experience Index survey we found that nearly a third of consumers would rather clean a toilet than talk to customer service. If we can help companies improve their customer experience, one channel, one text, one call, tweet or chat at a time, consumers will have a better perception of customer service and as a result, want to clean just tad fewer restrooms.

Republished with author's permission from original post.

Tim Dreyer
Tim Dreyer, Director of Public Relations and Analyst Relations at Aspect, is a results-oriented manager with over 18 years of advertising, marketing communications and public relations and social media experience developing and implementing media programs, advertising strategy, and marketing programs. Tim's background includes a range of broad cross-functional experience and strong leadership.


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