Dear Subscriber,

Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.1

86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago.  And, 89% of consumers began doing business with a competitor following a poor customer experience. 1

What does it cost you to lose a customer, if you know?

The top three drivers for investing in customer experience management are:

  • Improve customer retention – (42 %)
  • Improve customer satisfaction – (33 %)
  • Increase cross-selling and up-selling – (32 %)2

Are you in alignment with these drivers?

The IVR accounts for an astounding one-third (33%) of the total call experience. However, only 7% of organizations currently offer an IVR solution that delivers a better experience (CSAT) than their live agent experience. 3

Are you one of those 7%?

These stats aren’t to make you bad, but rather to wake you up.

Regards,

Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/222-2455 fax 928/223-6165
rosanne@human-technologies.com
http://www.HumanTechTips.com – tips newsletter
http://www.customer-service-expert.com
http://www.drrosanne.com – blog

1http://www.rightnow.com/files/analyst-reports/RightNows_4th_Annual_Customer_Experience_Impact_Report.pdf

2http://www.aberdeen.com/Aberdeen-Library/6196/RA-customer-experience-management.aspx

3http://www.howto.gov/sites/default/files/the-drivers-of-customer-satisfaction-in-the-contact-center.pdf