Executive Briefings

Not Buying from You Again!---Can You Hear Me Now?

How many companies are providing poor customer experiences? Recent research shows that while 80 percent of companies believe they deliver a superior customer experience, only eight percent of customers agree. The research also shows that 43 percent of customers leave due to the attitudes and behaviors of a company's employees. In service-related situations, the number jumps to 73 percent.
Research from Purdue University shows that 85 percent of a customer's perception about a brand is based on their interaction with the call center and agent. If the experience is poor, 63 percent will stop shopping with the company.
Source: CRM Daily, http://www.crm-daily.com

How many companies are providing poor customer experiences? Recent research shows that while 80 percent of companies believe they deliver a superior customer experience, only eight percent of customers agree. The research also shows that 43 percent of customers leave due to the attitudes and behaviors of a company's employees. In service-related situations, the number jumps to 73 percent.
Research from Purdue University shows that 85 percent of a customer's perception about a brand is based on their interaction with the call center and agent. If the experience is poor, 63 percent will stop shopping with the company.
Source: CRM Daily, http://www.crm-daily.com