Imiphumela yocwaningo olusha olumayelana nolwazi lwamakhasimende embonini yezokuvakasha neyokwamukela izihambi imenyezelwe namuhla, kutholwe ukuhlobana okuqinile phakathi kwezinga lokusekelwa kwamakhasimende kanye nesimo sengqondo sabathengi ngalezo zinhlobo zemikhiqizo.
Ukwesekwa kwamakhasimende okumpofu kunethuba lokuthinta kakhulu inkampani yezindiza noma umugqa womkhiqizo wamahhotela njengoba u-90% US abathengi abahlangabezane nokusebenzelana okungekuhle bangakhetha ukunganikezi ibhizinisi kuleyo nkampani yezindiza noma ihhotela esikhathini esizayo ngaphandle kwalapho kungekho okunye.
Ngaphezu kwalokho, u-30% no-42% bathi ngeke baphinde bandize naleyo nkampani yezindiza noma bahlale kulelo hhotela futhi.
Phakathi kokuphazamiseka kokuhamba, amabhrendi kufanele abeke phambili ikhwalithi ye-CX
Imboni yezokuvakasha ibilokhu iguquguquka onyakeni odlule ngokubambezeleka kwendiza kanye nokuphazamiseka okukhulu ngemuva kokuvela emikhawulweni yobhubhane, okuhambisana nokukhuphuka kwemali yokugibela. Ama-64% abantu baseMelika bathole ukubambezeleka ngezindiza zabo zakamuva, futhi abahambi abangaphezu kwesigamu (55%) balindele ukubambezeleka phakathi nempelasonto yoSuku Lwabasebenzi. Kodwa isivinini kanye nendlela yokuthi lokhu kubambezeleka okushiwoyo kudlala indima ebalulekile kulwazi lwabathengi lulonke.
Abahambi babonise izintandokazi ezilandelayo zokusebenzelana kokusekelwa kwamakhasimende yizinkampani zezindiza:
- Ukuxhumana nezixazululo kufanele kusheshe: Cishe izingxenye ezimbili kwezintathu (64%) zazifuna ukulungiswa okusheshayo, okulandelwa u-50% okubeka phambili ukuxhumana okusheshayo kanye nezikhathi zokulinda ezimfushane. Iningi (54%) labantu alifuni ukulinda isikhathi esingaphezu kwemizuzu eyi-10.
- I-SMS iphezulu eziteshini zokuxhumana: Isidingo sokusebenzisana kwemikhiqizo esheshayo singasekelwa iqiniso lokuthi u-40% wabathengi bancamela ukuxhumana nenkampani yezindiza nge-SMS ngezikhathi zohambo oluphakeme. Ngonyaka odlule, iningi lezingxoxo zomkhiqizo zenziwa mathupha noma nge-imeyili, ngo-15% kuphela abathi izinkampani zezindiza zinikeza i-SMS njengendlela yokukhetha.
Izimboni zezokuvakasha nezokungenisa izihambi zikulungele ngokukhethekile ukumangala nokujabulisa abathengi. Ngisho no-55% wabahambi abalindele ukubambezeleka ngesikhathi Usuku labasebenzi Ngempelasonto, izindiza zisengakhuthaza ukuzizwisa okuhle kwamakhasimende ngokucabangela kabusha ukuthi zixhumana kanjani namakhasimende.
Ucwaningo lubonisa ukusekelwa kwekhwalithi kwamakhasimende kungadala umuzwa ongcono ngisho nalapho kubhekene nokulibaziseka kwendiza nokunye ukuphazamiseka kweholide. Kubalulekile ukuthi izimboni zezokuvakasha nezokwamukela izihambi ziqonde okuthandwa ngabahambi futhi zamukele iziteshi eziningi zokuxhumana ukuze zikwazi ukuxhumana namakhasimende eziteshini ezizithandayo futhi zidale lokhu kuxhumana okuhle.
Ucwaningo luveze ukuthi nakuba abathengi abangaphezu kwesigamu (61%) bakholelwa ukuthi ukwesekwa kwamakhasimende embonini yezokuvakasha kuhlezi kufana noma kwaba ngcono kusukela umqedazwe we-COVID-19, u-30% ulindele okukhulu nakakhulu namuhla kunangaphambili.
Amabhrendi awakwazi ukupompa amabhuleki ku-CX manje. Ngokuqhubeka nokubonisa isidingo sokusekelwa kwekhwalithi, u-30% wabaphenduli bakholelwa ukuthi ukuzizwisa okuhle kwangaphambilini kuyisici esibaluleke kakhulu lapho kukhethwa ukuthi iyiphi inkampani yezindiza okufanele indize.
Izinkampani zezindiza zeCX zingafunda emahhotela
Nakuba izinkampani zezindiza zinamathuba okwakha ukuzizwisa kwazo kokusekelwa kwamakhasimende, amahhotela abika izehlakalo ezinhle kakhulu. Eqinisweni, ama-95% abantu baseMelika babe nokuzizwisa okuhle noma okungathathi hlangothi ngehhotela onyakeni odlule. Abasekeli abakhulu bokuzizwisa okuhle ngehhotela yilaba:
- Abamele usizo (66%): ikakhulukazi, cishe ingxenye (46%) isabeka eqhulwini ukusebenzisana kwamahhotela ngaphandle kokuthinta.
- Ukuxhumana okusheshayo (61%): ngokuphawulekayo, u-77% uncamela ukushesha, izinketho zokuzisiza wena ngokwakho okuhlanganisa nokuthumela imiyalezo ngehhotela ngohlelo lokusebenza noma nge-SMS uma kuqhathaniswa nokushayela ucingo noma ukuya etafuleni elingaphambili.
Indlela Yokuhlola: Lokhu okutholakele kusekelwe ocwaningweni lwabantu baseMelika abayi-1,000. Inhlolovo iqale ngo-Agasti 2022.
LOKHO ONGAKUTHATHE KULESI SIHLOKO:
- Poor customer support has the potential to drastically affect an airline or hotel brand’s bottom line as 90% of US consumers who experienced a negative interaction would choose not to give business to that specific airline or hotel in the future unless there was no alternative.
- It is critical that the travel and hospitality industries understand the preferences of travelers and adopt a wide range of communication channels to be able to connect with customers on the channels they prefer and create these positive interactions.
- The results of a new research into customer experience in the travel and hospitality industry were announced today, finding a strong correlation between the standard of customer support and consumers’.
