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Poor Customer Experience Hurts the Bottom Line for Financial Services Companies

Adobe Systems, Inc.

A poor customer experience does more than simply affect a  single transaction; taken as a whole, such experiences can drastically hurt a company's bottom line. Recent research commissioned by Adobe Systems and conducted by Forrester Consulting shows that the Financial Services industry is prone to conflicts within the customer experience process, more so than many other industries. Additionally, these negative customer experiences have been found to have a direct impact on customers' likelihood to purchase and recommend an institution's products.

Tags : adobe systems, customer experience, crm, customer care, b2b, b2c, service, customer service
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Published:  Oct 22, 2010
Length:  12
Type:  White Paper