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1. Hmmm - but how many of them would truly prefer to speak to someone if there was no difference in the resolution rate? Most automated and asynchronous self-service approaches are so much less likely to get something done than calling I think many people who would prefer them end up calling. I would also like to see how it is trending and how it breaks down by age as I bet the percentage preferring to speak is declining and that younger consumers like some of the electronic methods.
   Interesting though…

   JT

   Author,with Neil Raden, of Smart (Enough) Systems

   Comment by James Taylor — January 11, 2008 @ 5:59 pm

2. Hi JT! You may explore the study/survery further by clicking on the link.

   Comment by meikah — January 13, 2008 @ 7:50 pm

3. […] Hill in You Have Been Replaced by a Robot!, as EDM works today. And while you might think that Customers Prefer to Talk to You Over the Phone, is that just because none of your systems are worth talking […]

   Pingback by EDM and a 21st Century Customer Experience - Wrap | Smart (Enough) Systems, the blog — January 18, 2008 @ 10:21 am

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