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.
Rosanne D’Ausilio, Ph.D.
President – Human Technologies Global Inc
3405 Morgan Drive – Carmel, NY 10512
845/222-2455 fax 928/223-6165
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