Companies should talk to their customers to find out what makes them tick, it has been suggested.
According to Charter UK, there is no better way for a corporation to understand its client base than by old-fashioned communication.
Paul Clark, chief executive of the company, asserted: "The key to attaining a better understanding of customers is simple - talk to them."
A survey by the organisation discovered that 55 per cent of people believe that customer service standards have improved since 2003, with 65 per cent of these attributing the shift to telecommunications advances and other technological developments.
However, 43 per cent of companies polled named their main challenge as understanding their customers, while 41 per cent cited this as they key to successful consumer relations.
Brad Wolansky, vice-president of e-commerce with Orvis, recently told Internet Retailer that web chat has one of the most successful conversion rates among all telecoms channels.
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