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Customer Experience Strategy: Meeting Expectations and Changing Dynamics in Service

In 2013 partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The research was designed to specifically examine new channels for service delivery such as Mobile Devices, Social Media to name a few and the maturity level of Australian organisations in regards to Customer Experience Strategy

Key findings:

  •  74% of consumers reported that a company being able to combine information collected from different interactions was "Extremely Important" to them
  •  66% stated that a company knowing their history across different interactions was 'Extremely Important' to them
  •  There is a strong, statistically significant relationship between organisations with a mature Customer Experience Strategy and better business performance.

Fill out the form on the right to download the whitepaper.

Tags : salesforce, crm, crm solutions, research, best practices, ces, technology
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Published:  Sep 20, 2013
Length:  25
Type:  White Paper