Access Channel Experience
“Do I have ready and easy access to the supplier?”
The importance of winning trust in forging customer loyalty has often been emphasized in the literature. To a significant extent, perceptions of trust towards a business are shaped by customers’ perceptions of how easily they can get in touch with the business should they have any concerns or queries – the access channel experience. This is intuitively unsurprising – accessibility is tied closely to accountability, which is a key driver of trust.
For many businesses, accountability to customers is placed among the top corporate values; yet few of them successfully operationalized this value in interactions with customers. At Nexus Link, we tell our clients that improving the access channels available to their customers offers great leverage in terms of fostering customer trust and loyalty. With advanced statistical and modeling techniques, we also help our clients unveil the constituents of outstanding access channel experiences unique to their businesses.