Consumers say retailers and manufacturers of B2C products could most improve the post-purchase experience by offering better technical assistance, according to recent research from the CMO Council and LiveTechnology.
The report was based on data from a survey of 2,000 consumers in the United States age 25 and older.
Most respondents (60%) rate their post-purchase experiences with product manufacturers as underwhelming, and 56% say they are generally disappointed with the post-purchase service they receive from retailers or e-commerce websites.
Some 51% of consumers say better technical assistance would improve the post-purchase experience; better warranty/claims processing ranks as the next most-desired improvement (38% cite), followed by better repair/maintenance (35%).
Take the first step (it's free).
You may also like:
- CX Will Be Essential for Rebuilding After COVID-19: Four Steps You Need to Take Now
- Planning Your COVID-Related Communications: A Flowchart [Infographic]
- Three Tips to Turn Initial Conversations Into Marketing and Sales Relationships
- Five Things to Do Now With Your Customer Advisory Board During the Pandemic
- Five Tips for Strategic and Compassionate Upselling in Times of Uncertainty