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Customer Engagement Now

Real Time is The Right Time

Traditionally, after engaging with a brand, you might fill out a survey or share an experience on social media. But that experience has come and gone. Is it too little too late?

Today, experiences are won or lost in the moment they occur. This study shows that 52% of consumers who had a bad experience in the last year, say it could have been improved if they had the opportunity to give real-time feedback, and the company took immediate action.

It’s up to brands to take advantage of the myriad of new ways to engage with customers in real time, turning a live experience into an opportunity to proactively improve.

To help companies better understand the new rules of engagement, Medallia conducted a survey of 3,000 consumers from the U.S., the U.K., and Australia. Read this report to learn more about consumers’ expectations from brands, and explore strategies for how to connect with and influence consumers in the moment.