New Eptica study finds 89% of consumers will switch brands if trust breaks down Reading, UK, 21 March 2019 – UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study. While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical…
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